Latest entries
The 'Facepalm moment'. A blinding, almost-humiliating feeling that you've missed something so obvious

The ‘Facepalm moment’. A blinding, almost-humiliating feeling that you’ve missed something so obvious

I know, it’s been a while. But I have a great excuse for it! Nevermind the reasons, it’s about time I shared some opinions. On ITSM that is. I should be grateful to BrighTalk, who yet again triggered the creation of another agITILity webcast. But, anybody who has ever presented at a conference or submitted...
Unicorns, leprechauns and effective Change Management

Unicorns, leprechauns and effective Change Management

Do you believe there is such thing as EFFECTIVE Change Management? Or do you, by it’s dramatic definition thing it’s a little bit too much to help us to tackle what we fear the most – THE CHANGE! So, why do we have Change Management in the first place? The book definition of Change Management...
Stop re-inventing the wheel and follow the recipe! ITIL implementation in 10 steps.

Stop re-inventing the wheel and follow the recipe! ITIL implementation in 10 steps.

Nobody said it’s simple. But it definitely has been done before. Implementing ITIL in an organisation is not anything new. Yes, there are different reasons behind it and surely there’s different scope but certain aspects of this activity will have common factors. It’s like with baking: you find a recipe, verify it (ideally get it...
Effective Problem Management? What would that be about?

Effective Problem Management? What would that be about?

Problem Management: The topic I don’t talk about frequently enough. Probably because, just like others, I tend to shift this process lower down the priority list behind Incident and Change Management. I came across an interesting case study ‘Solving Problem Management’ which encouraged this post. The book definition of Problem Management states it is: the...
Tease just for a show or is ITIL really too old to keep up?

Tease just for a show or is ITIL really too old to keep up?

After reading one of (the many) articles about the validity of ITIL I started wondering why would someone write such nonsense. I often hear a lot of criticism towards ITIL and other, more Project Management focused frameworks like Prince2 or PMI. And as much as I could (happily) get involved in a discussion regarding questionable...
BYOD vs. Incident Management - a snapshot of our latest webinar on BrightTalk Summit

BYOD vs. Incident Management – a snapshot of our latest webinar on BrightTalk Summit

Have you ever wished you could use your personal phone for work email? Or struggled to get a hold of a work document while on the go? I remember one of the companies I worked for allowed access to corporate email from private devices, which personally I actually preferred. I didn’t have to carry 2...
New year, same habits

New year, same habits

Ah, the New Year: The time of healthy lifestyles, ambitious plans and renewing gym memberships. It’s also a time when people consciously remind themselves about the importance of self- development and staying on top of what’s important in their industry. Because it’s so easy to allow it to slip away – we are all busy...
Too much content or unappreciated wonder? Another tackle on Service Calatogue

Too much content or unappreciated wonder? Another tackle on Service Calatogue

It’s been a while, I know. But all for the good reasons. The content is being worked on behind the scenes, but in the meantime, few words on teh mystical Service Catalogue. Many argue that Service Catalogue is an ancient, over the top requirement and instead of making things easier it’s only another document to...
A fact or just wishful thinking? - IT support of 'Bring Your Own Device' policy

A fact or just wishful thinking? – IT support of ‘Bring Your Own Device’ policy

Ah, we have all been there (or still are!): The thought of being able to use your own laptop, tablet, mobile, application in work environment instead of the centrally stored, useless and/or outdated stuff. Even BBC wrote about it some time ago. So it began: The concept behind BYOD (Bring Your Own Device) is that...
Incident Management vs Customer Care and our first public speech at Bright Talk

Incident Management vs Customer Care and our first public speech at Bright Talk

So the day has come and gone. We came, we presented – now we need feedback. Last week we were presenting at the BrightTalk Incident Management Summit. The recording of the session ‘Are we too busy to care? – Some thoughts on Incident Management’ is still available online. Have a look and let us know...
What makes a great service desk - Behind the scenes of good IT support?

What makes a great service desk – Behind the scenes of good IT support?

Recent BrightTalk webcast Enabling Brilliant (and Future-proof) service desk got me thinking bout a summary for a good service desk. Many people argue whether it’s money, people, processes or available tools, but surely experience of the last 20 something years must have come up with some conclusions? I guess we can take money out of...
Naughty child or wise descendant? Who’s leading who? Does the Business drive IT or the other way around?

Naughty child or wise descendant? Who’s leading who? Does the Business drive IT or the other way around?

So, which one was the first: an egg or the chicken? Any opinions? I think, depending on the side of the fence, some may agree with me that (rightfully or not) IT is still the uber-slave of the business which holds the cash? I recently got a hold of interesting Gartner article (IT Portfolio Management:...