ITSM Blog Page 1

May 22, 2017

The people challenges of Change Management

by Rob Sloggett

Reviewing a major process such as Change Management is never easy and whilst the IT Service Management text books give a lot of guidance on "the process", you should never under estimate the people element and a positive engagement right from the start to ensure the review is succesful.

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June 12, 2017

Ten top tips for Major Incident Management

by Rob Sloggett and Greg O'Hare

Its never a good feeling when the service desk calls increase and you just know that a Major Incident is forming. Having spent many years operating as Major Incident Management Team, this is a simple reflection on a few tips to keep the wheels running smoothly as you drive towards service restoration.

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July 16, 2017

Has the Service Level Agreement had its day?

by Rob Sloggett

Move from availabilty and suppportabilty to outcome based metrics?.

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