The Balanced Improvement Matrix

Two weeks ago I presented to a customer how their IT improvement program can be improved by adopting principles from ITIL. I used this slide to illustrate another way to think about the issue. Click to expand Recipient of Benefits The Y-axis who receives most of the immediate benefit of the activity. “Inside” refers to […]

Improvement in COBIT 5

In a previous post I discussed starting your service or process improvements efforts with Continual Service Improvement (or just Improvement). I prefer COBIT5, and the issue is ITIL. The good news is the Continual Service Improvement is the shortest of the five core books of ITIL 2011. CSI defines a 7 Step Improvement Process: Identify […]

Starting With Improvement

At last week’s Service Management Fusion 12 conference, I attended a brief presentation on Event Management that left a lot of time for questions and answers. One of the questioners had an ordinary concern for organizations starting down the road of “implementing ITIL”: where should we start?1 In this case the speaker demurred using ordinary […]