November 01

Transition Management: The Engineering of Readiness
These days, in relative terms the control tower from which we launch new things stands atop the shoulders of generations of giants…and they’re all carrying really big fat nuclear sticks. A few lines of code can change an entire banking … Continue reading →

1:33 PM GMT  |  Read comments(0)

February 23

Linking Incident Priority to the Service Catalog
Anyone with even minimal exposure to ITIL understands that incident priority is a factor of both impact and urgency. But, most of the conversations I have with practitioners tell me that most of us leave it at that. Frankly, a … Continue reading →

4:24 PM GMT  |  Read comments(0)

What good are technical services anyhow?
The basic convention within ITIL is that an organization’s overall Service Catalog can be usefully subdivided into a Business Service Catalog and Technical Service Catalog. Business Services are those which end-users interact with directly and which directly support end-user outcomes. … Continue reading →

4:14 PM GMT  |  Read comments(0)