Leading an ITSM Implementation from the Middle

I had a few conversations with a student in an ITIL Foundations class I was teaching recently. He was an IT Operations Manger looking to implement ITIL in his organization. He’d been shopping around for Service Desk software and reviewed the offerings from the usual suspects in that area. However, two significant obstacles stood in his way:

In ITIL, ITSM, Service Design

Which ITIL Process is most relevant to you?

There’s a nasty rumor going around that ITIL concepts only apply to people who work in IT Operations. The truth is (and I can tell you this with a great deal of confidence having taught ITIL -  Foundations through MALC - for almost 10 years), most people who take an ITIL course are surprised by how broad the scope really is. With that in mind, here’s a look at the roles (both in and outside of IT) that will find the most value from each part of an ITIL course. 

In ITIL, ITSM, Training

How to capture lessons learned (plus a free template!)

Mistakes happen in every project. Anyone who tells you otherwise is lying to your face, which is rude. However, accepting mistakes as a part of life does not mean we all get a free pass to make the same ones over and over again. That would be dumb – and we’re not dumb. While it’s helpful to catalog our personal mistakes and lessons they taught you, there’s tremendous value in capturing those of our teammates, as well. That way, we don’t all have to slip on the same banana peel before someone gets up and throws it in the trash (not my best analogy, but you get the point). Here are some tips – and a free template – for capturing lessons learned as a team.   

In ITSM, Leadership, Project Management