What is a Service? The ITIL definition, if you’re not familiar with it, is about co-creating value by “facilitating outcomes customers want to achieve, but without the ownership of specific costs and risks”. The first time I read this, it threw me a little. I thought to myself: “The way this is written, it makes […]

Whenever someone asks me for a report, my response is usually “Why?  What do you wish to achieve?” I’m not (just) channeling my inner Mordac, rather I’m trying to make the outcome as beneficial as possible. Firstly , a report always answers a question, but that question may be unstated or ill-defined. Secondly, the underlying […]

Contrary to the stereotype that Change Managers typically want paperwork in triplicate, this particular Change Manager has always been dead set against duplication of effort, and so triplication will be right out. Today I want to write a little about duplication, value, and how to keep the right balance. When I think about duplication, I’m […]

A Look Back This week the blog is a celebration of how far we have come on our ITIL® journey. Sometimes it has been a winding uphill road but perhaps blue sky is ahead… It might seem an odd time to reflect but as the University has just passed through arguably the busiest time of […]

For his last few blog posts (notably in last week’s blog), James has been teasing about the ITIL “Guiding Principles” highlighted in the current iteration (ITIL4). Whilst I feel like a drum roll might now be anticipated given the build-up, these principles are not new and indeed are common sense!  I’ve often felt that a […]

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 […]