IDG Contributor Network

Thinking ITSM

By Joel Pomales

Opinions expressed by ICN authors are their own.

Opinion

Who’s afraid of the CMDB?

You owe it to yourself and your organization to build something that enables better decisions.

Opinion

DevOps? I can’t even open the wrapper!

Many organizations have failed – or are failing – to deliver value through their services because they can’t “unwrap the soap.”

Opinion

On technological ‘terrors’

Or fools with tools are still fools...even in 2019.

Opinion

User vs. service incidents: what's the distinction?

Think gymnasium and magnesium. They rhyme, but they’re different.

Opinion

Instead of IT processes, maybe it’s time to think about capabilities…

Or, why processes aren’t as cracked up as we think they are.

Opinion

The tyranny of the VIP

And some suggestions on how to avoid it.

Opinion

Many IT shops don’t quite follow ITIL's proposed lifecycle flow. They “live” mostly in operations, and transition is performed poorly. But what would happen if we looked at ITIL's flow from another perspective?

Opinion

ITSM's MVP

To achieve an MVP (minimum viable product) state for IT service management (ITSM), focus on the services that directly provide value to your customers and execute on the requirements found in the ISO/IEC 20000 standard.

Opinion

A process with just one page?

In which I think about focusing away from boring process documents into action...

Opinion

The silver bullet for ITSM success

These days, we have a wide range of IT Service Management frameworks and standards, all designed to help people solve business problems and help IT deliver value. But none of them will work if an essential element is missing. That...

Opinion

Accidental ITIL and DevOps

Or, how I discovered that we DevOps'd an ITIL service desk and didn’t even know it.

Opinion

A thought on making service design better

Some ideas regarding service design, and how it can provide more value to your organization.

Opinion

The value of identifying the 'failure stream'

Much has been said about understanding the value stream of a process. But have you stopped to consider the failure stream? This is Part 1 of a two-part series on how to use the value stream to better understand and enhance your...