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Culture ISO27001 ITSM Ops

Delivering ISO27001 — Part 4 of 4 — The Audit

In the last blog post I covered the things you need to spend time on to get yourself into good shape, ahead of your ISO27001 audit. That post was a long boi. This one should take you a little less time to read. 😎 Not read the last post yet? You should do that immediately! […]

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ITSM

..about your job as IT Service Manager

..about your job as IT Service Manager About that. Your job as an IT Service Manager. Google it. What does an IT Service Manager do? I mean practically. In the office. On a day to day basis? What are you expecting to have to do? What is expected of you? It might not be obvious. I’m […]

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ISO27001 ITSM

Continual improvement and the real world

Continual improvement and the real world CSI always seems like the most romantic aspect of ITIL to me. It’s something we all want to do, but don’t always get a chance to, because of it’s noisier cousins (Pipe down, incident management!). In my experience, it’s probably one of the most neglected ITIL processes. But, that doesn’t […]

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DevOps ITSM Ops

Change management for happier ITSM

Change management for happier ITSM I’ve worked at a few companies throughout my career, from large retail chains, to smaller companies who still have the “start up” mentality. At businesses that operate Waterfall and Agile working methodologies, from businesses who deploy changes daily, to those who deploy monthly (even quarterly). Here are some of my thoughts […]

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ITSM Ops

Follow up: How to measure your services and establish KPIs

Follow up: How to measure your services and establish KPIs In retrospect, covering off metrics, KPIs and SLAs in 500 words (three minute read) is not an easy ask. Some of the feedback I had on my last blog post, was that it’d be good to include some real-world examples of metrics being turned into […]

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ISO27001 ITSM

How to measure your services and establish KPIs

How to measure your services and establish KPIs One of the most important things you can do for your business is to establish metrics and KPIs. These values will give your business real insights into just how your services and processes are performing, allowing easier identification of inefficiencies and improvements. But how do we establish […]

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Incident Management ITSM

Top tips for tip top post-incident reviews

Top tips for tip top post-incident reviews One of the most important things to do after an incident is resolved, is to reflect on what happened and what could be improved on for next time. You might call it a post-mortem, I call this an RCA (root cause analysis). The purpose of this exercise is […]

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ITSM

Things you don’t get taught at ITSM school

Things you don’t get taught at ITSM school When I started out in IT service management, I had little experience in this field. I got ITIL training and read tome after tome of service management books. But, there are some things you don’t get told in IT Service Manager school (I obviously graduated with flying colours).  […]