In basic terms, the service catalogue in IT service management is a list and combination of information collected in a simple database that lists the services an organisation offers. Unfortunately,…

The concept of a “problem” in service management is already well-defined. ITIL 4 states that a problem is “a cause, or potential cause, of one or more incidents”. For example:…

In the first of a series examining what service management is and how it works to create organisational value, we start with the basics:   Why does an organisation need…

Conversations at the moment are constantly about 2 different poles across maturity – from ‘new and developing’ - experience, XLAs, ESM, and AI, to ‘core and back to basics’ –…

Whatever processes or practices an organisation wants to implement, it will usually need to sort out issues in other connected areas, somehow. Traditionally, processes and practices have often been treated…

What is experience management in IT services and why does it matter? On a basic level, service is about delivering something to a customer or user; experience is what it’s…

Has it become a cliché that IT people don’t communicate well, or is it still a pertinent problem in 2022? I’d love to say it was a cliché. Compared to…

A fixation on service management tools and best practice frameworks has led to many historic failures to meet the expectations invested in them by both organisations and individual practitioners. Regularly and…