With a forward look to future article on the ITIL 4 Guiding Principles, this weeks article is a click-bait inspired list. There is no real subjective data here – it is an experiential polemic (posh word for a rant). 1. Proceed without securing senior management buy-in It seems obvious but this important. Fortunately, within Information […]

To an outside observer, the Change Manger appears to undergo a shocking change during the start of semester period, like something out of gothic fiction. We go from a normal, everyday perspective on making changes, to locking down the work that we do in order to reduce the immediate risk to the services we run, […]

ITILTattle’s first guest blog poster is Alex Carter – Head of Service Management With Welcome Week and start of semester underway, Information Services Group have a team of dedicated student helpers available to support new and returning students at the Main Library. Survey data and anecdotal feedback shows that this has been well received in […]

One aspect of our mission to discover, develop and share knowledge is going to become very tangible again next week… In many ways this past week has been a week of preparation, of anticipation and perhaps a little trepidation (and not just for the new students or their parents!). There are few organisations who have […]

Do you remember September 2018? Is it just a blur? This week’s blog will look at what our University Service Support tool data tells us about last year with the Student Experience being the focus. It will also attempt to predict what may happen this year! For many parts of the University, September represents the […]

In my last post  I spoke about the different types of calls that we see here at the University of Edinburgh and this post is an expansion on the topic, where I’ll explain more about the considerations that we need to make when handling different types of calls and what makes each call type unique. […]

Prepnicalities is a horrific portmanteau that I’ve created just for the purposes of this blog post. It’s such an awful combination, that I’m hoping it’s memorable. Or at least, that it sticks in your craw long enough for me to illustrate the concept I’m outlining in this post. The thing is, considering Changes isn’t usually […]

The majority of people don’t want to plan. They want to be free of the responsibility of planning. B. F. Skinner (Walden Two) I once heard a senior manager declare that they didn’t consider disaster planning useful as their staff did their best work under pressure… So, why should we plan?  I think we may […]

The word “Incident” has been used for many years at The University of Edinburgh. We used it in our original Call Management tool Remedy, then in CMS and when UniDesk our current ITSM tool launched, our individual tickets were called “Incidents”. This never really sat well with the ITIL aware among us and so, in […]

Introduction In a less enlightened age, when computers were something seen on Star Trek and toys made from plastic could be purchased without guilt, a game Guess Who enjoyed a brief few years of popularity.   We now live in a world of high tech and high expectation. Paradoxically Big Data has made us less […]