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Is service management broken?

For years now I have been wondering if we need to take a new approach to service management, some, I think, have even had the same thoughts. With approaches such as ITIL® and ISO/IEC 20000 being updated, some of these thoughts that I have had may be addressed. I have seen some calling for ‘inside out thinking’ and ‘outside in thinking’ (not just in VeriSM™), and enterprise service management, amongst other things, but none of…

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New guide to ISO/IEC 38500:2015 now available!

The role of IT in almost all services that are provided today is pervasive: even in non-IT services such as hospitality, healthcare and transport services, IT is used as a core enabler without which the service would rapidly break down. Governance of IT needs to become an integral part of general corporate governance in order to provide direction for the use of IT in today’s enterprises. Digital transformation is everywhere and is a necessity for companies…

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What classic Service Management is good at – and what not

Classic Service Management frameworks and standards (including ITIL®, COBIT®, CMMI®, ISO/IEC 20000-1)[1] have served their purpose by waking people up to think about how they deliver their services. They all go years back and shaped what people now understand as IT Service Management or just Service Management (because services are not only IT, are they?). What these methods share is how they take a systems approach: a very 1970’s stream of thinking that some call…

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A Concise Introduction to GDPR

ITSM Press have now released a new guide on the EU GDPR to join their ever popular family of concise introductory guides. A Concise Introduction to GDPR provides an introduction to this new piece of EU data protection regulation. It covers the history of the regulation, the key terms and facts and the pros and cons. A Concise Guide to EU GDPR is available through Amazon as either an eBook or as a hard copy book.

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Service Management – It’s All About the People

In a year when the Service Management community has been presented with VeriSM™ and will get major updates to ISO/IEC 20000-1 and ITIL®, a book has been published that adds new perspectives to what these frameworks present. Service Management – it’s all about the People combines Integral Psychology and Service Management. It shows a human-oriented perspective on Service Management that takes multiple perspectives on how to best provide services to your customers. Perspectives that until…

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