Month: April 2020
Every organisation will have something that appears to be straightforward but somehow they make a mess of it! And what is more frustrating is that it is easy to articulate the problem yet the solution is far more complex. Often these seemingly straightforward issues have the characteristic of being an event that may be anticipated […]
What is best practice within Knowledge Management and what is our practice? ITIL (circa 2002) covered Knowledge Management in one of the books no one read (Application Management), so it was quietly ignored until v3 when it appeared as a “new process” within Service Transition (2007). The ITIL 4 summary (2019) is comprehensive, “Knowledge management […]
One of my firmest beliefs is that when we try new things, particularly when introducing new procedures, we should keep things as simple as possible. The ITIL 4 guiding principles back me up on this; “Keep it simple and practical”. But why? To help answer that question, let’s contrast simplicity and complexity. In general, simplicity […]
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