Two weeks ago Robert asked us to consider if our Knowledge Management practice is best practice and to consider how we can move our current Knowledge Management practice closer to best practice. As a reminder, in ITIL4 Knowledge management aims to ensure that stakeholders get the right information, in the proper format, at the right level, and […]
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 […]
Hello ITIL Tattlers! This week finds us bringing you ITIL Tattle in unprecedented times and it’s now more than ever that process and routine can help people adapt to the strange world we find ourselves in. Most of us are trying to adapt to ways of working from home, whether that be working out a […]
“Where are you?” might be a common question, but how does that apply to processes? The answer is “not at all”! Let’s consider a basic process. Something will trigger the process, then there will be inputs, some sort of activity or task to perform, then outputs. Good processes will have feedback loops, governance, etc. However, […]
In 1996, a PhD supervisor was in New Zealand on sabbatical and so guidance seemed impossible. Yet my email request for feedback, sent from Edinburgh, received a reply within under 5 minutes. This post is not a rant about email. Instead it probes the default assumption that service desks need to support email as a […]
This week I’m getting the ITIL deLorean out and taking us back to 2015, when Gavin McLachlan our CIO first set out his plans for Service Management in Information Services (ISG) at the University of Edinburgh. It was Gavin who first introduced the idea of Service Management roles, focussing on 3 specific […]
In keeping with Betteridge’s law of headlines, the answer is of course, “no”. However that’s only down to the inclusion of “just”! Processes indeed offer comfort, security and (re)assurance to organisations. Going back to ITIL v2, the IT Service Continuity process had the “cushion of assurance” within operational management. Embedding operational processes (and similar organisational […]
Spring Is Just Around The Corner… Whilst cycling in this morning there was still snow on the hills but also signs of spring just around the corner… In nature spring is a time of rapid change and this change is often cruel and time bound. The crocuses in the picture are in a race against […]
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