Written by Graham Furnis This article discusses the Continual Service Improvement (CSI) model and its top level step of "what is the vision". The model is easy to understand, but not as easy when applying to day to day work. The problem I find is … [Read more...] about Making Sense of Vision within the ITIL Continual Service Improvement Model
Part 1 of 2 This article is drawn from my ITSM consulting practice, where finding “quick wins” is a common and preferred tactic when planning a process implementation. And surprisingly, there doesn't seem to be much written on how to find these … [Read more...] about The Path to Better Improvement – PAIN!
Part 2 of 2. Written by Graham Furnis My last article left us with a “meaningful, summarized, and prioritized pain points list”. We got here with the results of some good brainstorming sessions and some logical filtering. All part of a pain point … [Read more...] about The Path to Better Improvement Quick Wins!
Written by Graham Furnis, Senior Consultant B Wyze Solutions What's old is new again. This is one way to think about the differences between ITIL®v2 and the newer framework described in ITIL ®v3. The basic practices and concepts contained within … [Read more...] about What’s the difference between ITIL v2 and v3?
We're positively thrilled to report that our favorite charity, Room to Read, has successfully built a library at a school in Nepal. Shree Kisani Primary School is located in a village called Arman, located in central Nepal. Most of its students … [Read more...] about Thanks to your help, we’ve helped build a school library for kids in need!
Wired magazine recently posted a very interesting item on social networking, suggesting that, when used properly, it does something counter to what most people assume: increase productivity. Humans weren't designed to maintain a constant focus on … [Read more...] about Article: How Social Networks Improve Productivity
It's common knowledge that Google lets its engineers spend 20% of their workweek on side projects "they're passionate about." Some might think this is a holdover from the days of the Internet bubble, when web startups had game rooms, naptimes and … [Read more...] about Mix up the workweek with “20% Time”
By David Mainville The commercialization of ITIL is making it overly complex, bureaucratic and less effective, writes David Mainville of Consulting-Portal. Like most good things, the development of IT service management (ITSM) processes was … [Read more...] about Killing the Goose: The Commercialization of ITIL (Guest Article)
George Spafford over at ITSMWatch.com recently posted a blog entry that asks a very basic question: Are you getting value from ITIL? ... practitioners need to never forget that ITIL is only a tool or a means to an ends. It is should never be a … [Read more...] about Are you getting value from ITIL?