ITIL Tattle

ITIL Tattle

Blog posts on ITIL and ITSM news and best practice from the ISG ITIL Team

Hello, remember us? ITIL Tattle? We’ve been gone for a while and during that time Autumn has well and truly arrived. We’re now all adjusted to the new world and ways of working, our students are back studying and we’ve achieved a lot of great things since James last blogged back in September. In his last […]

This time last year the blog post I Know What You Did Last September looked at 2018 data and made predictions for September 2019. At that point I was confident that the September 2019 data would inform the September 2020 data… but back in March the world was turned upside down. As an aside, when such calamitous […]

I wrote last year about the benefits of reducing duplication in my article “Please Submit in Triplicate”, and the idea behind the article was to look at the ways we might reduce the amount of unnecessary work that we do. The article was very much focussed on paperwork, as the title suggests, and took a […]

The concept of a team that primarily deals with Service Management best practice and process development is not a new one. Many corporate organisations have had a team of this sort for over a decade and several UK Universities have been working for a number of years with guidance from their Service Management team. Here […]

When I first took on the Change Manager role it was a new position, and so a lot of my initial work concentrated on developing Change and Release Management in Information Services. In the first few weeks, I arranged a number of visits and video conferences with colleagues in other UK Universities, to get a […]

Aye Aye, Captain Have you ever thought, “I can’t speak up, I’m only a new member of staff”?  Or perhaps, “I think this is a mistake, but I’m the least senior person here”?  Maybe just “I’m not certain about this, so why does everyone else seem happy?” If so, you’ve encountered an authority gradient – […]

Over the last  few weeks the ITIL Team have been talking a lot more about Second Line Support, we’ve been blogging about it, talking about it and James has even created a video about

It is July 2020. Everyone is trying to make do amidst loss and anxiety; or frustration and impatience. The economic reality is kicking in and budget holders are being told to tighten their purse strings. If you were short staffed, or if staff have left, recruiting to replace is unlikely to be an option. And […]

There’s an interesting wrinkle that you see over and over in formal implementations of service management; they typically struggle with self-evaluation. It can actually lead to something of a credibility gap, because service management implementations might initially seem to be unsuccessful at the very thing they’ve been promoted to address. Here’s how that can happen. […]

Heuristics are the cognitive short-cuts we employ during decision making. Heuristic traps are when those heuristic short cuts lead to undesirable outcomes which in hindsight seem hard to explain… logically. Before continuing it is worth emphasizing that heuristics are useful in the right contexts. They allow us to not waste valuable thought processes over trivial […]

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