Change Management is an interesting proposition, when it comes to risk. At first pass Change Management sounds like the kind of discipline where it would be important to minimise risk. In practice, Change Management is better described as balancing risk. Changes are inherently risky. Any time we upset a known quantity, we’re introducing risk. It’s […]

Two weeks – two conferences and a blog post on two recurring themes: ITIL® 4 and Self-Service Portals. Last week was an itSMF meeting at Glasgow University. This week the UniDesk 2019 Conference up at University of Highlands and Islands at their main Inverness campus. Conferences provide a great opportunity to network and find out […]

A situation when in the opinion of the master, the vessel, vehicle, aircraft or person is in grave and imminent danger and requires immediate assistance. International conventions (SOLAS, COLREG) clearly establish when a distress signal (such as a “Mayday” call) may be made.  These same conventions bind those that receive a distress signal to respond in a particular way. Our […]

Problem Analysis is probably the most well known of the Kepner-Tregoe thinking processes, and the one referenced in the ITIL textbooks.  Almost certainly your current job description includes a “problem solving” section, yet I suspect that problem solving rarely proceeds via a systematic process and instead is often intuitive and sporadic.  How many times has […]

“He uses statistics as a drunken man uses lamp posts – for support rather than for illumination.” Andrew Lang So you need to do reporting and you think that adding categories and subcategories will be the solution? But what if you are wrong? Sometimes the obvious go-to solution is not the optimal solution; neither for […]

  ITIL has been designed to use a common language to describe processes and functions as clearly as possible. Incident Management is a good example of this.   Incident Management is the most mature of the ITIL processes that we use here at The University of Edinburgh. The process was designed in collaboration with the University […]

Hi folks, Matt here again! One of the first big changes that I was responsible for after coming into post as Change Manager, was to implement a regular, weekly CAB. You can thank James Jarvis for the name: Go CAB. If you didn’t already know that James came up with that name, you might have […]

When I started my new job I had to get used to having a job title that some people don’t understand. Previously I was the ‘User Support Manager’, a fairly self explanatory job title, I managed User Support, IS Helpline and the User Support Team. But now? ITIL Manager? What (or who) is ITIL? What […]

Why Saying No Is OK Good service is all about knowing what service you offer and knowing how to deliver it. The corollary is that, knowing what you don’t offer, and saying “No” to our users quickly is every bit as important. Are You A Caller? Perhaps you have calls in where you are the […]

Hello and welcome to ITIL Tattle, the new blog from the Information Services ITIL Team. We’ll be posting regularly, sharing ITIL and ITSM news and best practice. We’re hoping to have something for everyone, from ITIL Experts to those of you starting out in learning more about ITIL and IT Service Management.   But what […]