I first heard about ITIL being updated at the itSMF Fusion conference in 2017. When Axelos made the announcement, my first thought was: “Why update ITIL? V3 has only been around for…well…” That’s when it hit me. It’s time for an update. Here we are in February of 2019 launching one of the most anticipated … Continue reading ITIL 4 is coming February 28 and I think you are going to like this
The easiest way to acquire Professional Development Units (PDUs) is at one of the PMI Global Congress events. Phoenix is blessed to host the 2014 North American Global Congress from October 26-28. Registration just opened! Check out the site, and consider your options. If you actively participate in the Congress you can easily earn up to … Continue reading Project Management Trained – Now what?
In the first two parts of this blog series, we reviewed the four steps we used to deploy and manage our first Service Catalog. Part 1: Get something out there. Step 1. Part 2: Refine the information. Steps 2 and 3. Now I’d like to outline some key takeaways that might help. Step 4. Once … Continue reading ITIL – Building a Service Catalog in 4 steps, Part 3
In part one of this blog series, we discussed Step 1 to my first Service Catalog (Get something out there!). In this part, I’d like to share with your our final three steps. Step 2: Refine the catalog with meaningful information. Once we had a basic catalog launched with key services, we found our first … Continue reading ITIL – Building a Service Catalog in 4 steps, Part 2 of 3
The Service Catalog has, in the last few years, been one of the most popular starting points for most Service Management initiatives. For some companies, it is also one of the hardest things to do. A few years ago I was asked to run the Service Desk for a client on a temporary basis. It … Continue reading ITIL – Building a Service Catalog in 4 steps, Part 1 of 3
I suspect few readers of this blog can say they’ve never had a ticket backlog at the service desk. Ticket backlog is a frustrating situation, and I get asked a lot about some strategies on how to get a better handle on it. Here are some tips and advice to not only reducing the backlog, … Continue reading Ticket Backlog Nightmare! How do I get out of this?
It has been a question since the dawn of ITIL version 3: Where do we start? A natural reaction is to focus on the things that are causing acute pains: incident, problem, change, and so on. I liken this to putting your fingers in the holes of the leaky boat…sooner or later you’re going to … Continue reading Why I would start with Continual Service Improvement (CSI)
What is Problem Management? According to the IT Infrastructure Library (ITIL), the goal of Problem Management is to minimize the adverse impact of Incidents or prevent these Incidents from occurring at all. Problem Management seeks to get to the root cause of Incidents and take actions to improve or correct the situation. Since problems are typically … Continue reading Is Problem Management a Source of Your IT Problems?
In today’s changing and complex environment, there is a growing concern and much discussion around the role of access management and the validity of the controls in place to support overall security and compliance initiatives. Often times, organizations fall short of their access control goals, but why? Simply deploying the latest in tools and technologies is only … Continue reading Access Management Control in IT is not just about the tools!
I recently finished my COBIT 5 Foundation certification exam (yes, I passed) and wanted to share with you my thoughts on it. But first, it makes sense to give you a little background on the latest COBIT release from ISACA. Background on COBIT. COBIT is internationally recognized as the “go to” solution for IT governance, … Continue reading COBIT 5 Foundation Exam – Get ready for the latest release from ISACA