Let’s Stop Playing “Service Provider” and “Customer” – Tedder Consulting

Doug Tedder has accurately captured the general trend away from managing IT as distinct services published through a service catalog, captured from users as service requests, that deliver value to customers. These may still be useful as conceptual models, but relatively few organizations publish a service catalog in such a literal manner. What happens to […]

Changing Incident Priority

The correlation between sanity and Linkedin Groups is inverted. I joined several groups because I like to stay connected with the industry, but the disinformation (and verbosity) can be infuriating. Recently I read the following and several people agreed. The priority of an incident must never be changed, once determined For the record, here was […]

Process Before Tool (right)?

Tonight at the IT Service Management Fusion 12 conference I ran into an old colleague. It was nice to see him again. We worked together at an IT good practice consultancy, and like me he later moved on to a tool vendor. This isn’t unusual. Most work in this industry involves the configuration or customization […]

All I Really Needed to Know About Titanic’s Deck Chairs I Learned From ITIL

Headline have a tendency towards hyperbole to grab attention, and there is no shortage describing the dwindling role of the CIO. Here is a recent one: IT department ‘re-arranging deckchairs on the Titanic’ as execs bypass the CIO. As reporting of technological change increases,the probability of comparing IT tor e-arranging deck chairs on the Titanic […]

HP’s $10 billion SKMS

In August 2011 HP announced the acquisition of enterprise search firm, Autonomy, for $10 billion. It is possible HP was just crazy and former CEO, Leo Apotheker, was desperate to juice up HP’s stock price. With Knowledge Management. Within ITSM the potential value is huge. Value can be seen in tailored services and improved usage, […]

BMC and Numara: What it Means

Disclaimer: I contracted at Numara Software as an Implementation Consultant in Professional Services from July 2007 to June 2010. Chris Dancy said it best: this is about as close to J-Lo and Marc Anthony as we get in the IT industry. On January 30, 2012 BMC Software announced the acquisition of Numara Software. My initial […]

OBASHI and the CMDB

In September 2010 APMG unveiled its new OBASHI Certification based on the OBASHI methodology developed in 2001 in the gas & oil industry. I won’t go into detail here, but there is at least one book available at the APMG-Business Books but apparently not on Amazon, and least of all not in Kindle format. There […]

The Problem of Revealed Preferences

Consumers express their rational interests through their behaviors. Economists call these revealed preferences. IT Service Management trainers and consultants tell other companies how they should run their businesses, based on industry best practice frameworks. We seldom examine revealed preferences, but perhaps we should. One of my first engagements as an ITSM consultant involved the planning […]