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

Falling 'Sideways' into Love, or How I Went from Bean Counter to IT Consultant in 20 Short Years

Not surprisingly, some of our best ideas for blog articles come from students in our
training classes and from consulting clients.  A few short weeks ago when I was teaching an ITIL Foundations class in Fairfax, Virginia, a student shared his professional background with me and asked for a little career advice.  Let’s call him George.

In ITSM, Process Improvement, ITSM Consulting, Leadership

Damn: What to do When ITIL Becomes a 4-Letter Word*

Your organization has “tried ITIL” and wasn’t successful. IT staff has been there and done that and found it didn’t work. That doesn’t mean IT Service Management concepts aren’t valid and helpful. It just wasn’t approached, for whatever reason, in the right way and there was a visible, painful failure.  Understandably, people don’t want to try it again. However, there is still hope. If you haven’t given up on how ITSM can help your organization get better, here are a couple of handy tips to help you be more successful in your efforts.


Why a Service Catalog Workshop is Worth the Investment

Let's start with a definition: What is a Service Catalog, anyway? I’ll keep this relatively brief because we have
roughly one thousand (lie) other blog posts on the matter. A Service Catalog is one place to store all information about all IT services. Be it a database, a website, or a document, the key here is to have ONE location where everyone – IT staff and customers - can access it.

In ITIL, ITSM, Service Catalog, Service Design

5 Questions to Ask Any Cherwell Implementation Partner


So, you’ve decided to buy Cherwell (awesome!) and begun the work of deciding how you’d like to have it implemented. First of all, congratulations! It’s clear you have excellent taste in ITSM platforms. Now, about that implementation; the good news is, you have a ton of options. 

In ITSM, Process Improvement, Cherwell, ITSM Tools

4 Ways to Avoid Initiative Fatigue

We’ve all been there (or guilty of doing it ourselves): Leadership comes in one day and says, “Gather ‘round folks! It’s time to implement [Great New Best Practice Improvement Thing]!” The announcement is followed by a flurry of excitement and activity over the next several months: Leadership goes on a This is What We’re Doing and Why it’s Important tour and tons of meetings and/or trainings are scheduled in preparation for the Great New Best Practice Improvement Thing (GNBPIT). Then, a few months later, you notice the GNBPIT has quietly faded away, never to be heard from again. (It doesn’t write. It doesn’t call.)

In ITIL, ITSM, Leadership, Project Management

3 Benefits of Having a Third Party Assess Your Organization

Assessments are a tremendously effective way to take the pulse of your organization. When done well, they allow you to level-set, then continue to push the envelope and improve how your teams do work. Good ITSM assessments incorporate your organization’s goals and even provide a roadmap to help get you there from exactly where you are, making them a fantastic way to kick off a new initiative, or take a step back and evaluate an aging one.

A question we frequently hear regarding assessments is whether organizations should pay to bring in a third party to perform it, or simply assess themselves. While it may be less expensive to perform the assessment internally, there are a number of benefits you may be missing out on by doing so. Here, I’m going to run through a few of those benefits, as shared with us by our own assessment customers.

In ITSM, ITSM Assessment