Chris Dancy and I Explore The Concept and Practice of “The Service Catalog” The Product Is Not The Totality of Your Service   Show Notes: Jack Probst Visit ISO 20000 Service Catalogue Pink11 Blogs around IT Services NewScale Software Touchpaper (LANDesk) Service Catalogue Classes How does TROY define a...

Practitioner Radio Episode 6 (Special Edition With Jack Probst) Join Chris, Jack and I as well look at ISO 20000 and the upcoming new release this Spring. Jack Probst Rocks!   Show Notes Jack Probst Practitioner Radio Old Episodes ISO 20000 Troy's Blog Is it I-ES-OH or EYE-SO? / ISO/IEC 20000 Sausage and...

Mind Blowing Pink Elephant Opening Video Today was an awesome and powerful first day of the Pink Elephant Service Management Conference. The mood is electric and the audience is fully engaged with great keynote speakers like Michael Abrashoff and Tim Sanders. However the I was totally blown away by the...

Join Chris Dancy and I as we take a we look at one of the major sources of un-planned downtime Release and Deployment Management. You may have heard that Change Management is the cause of the majority of production issues. In actual fact the process of Release and Deployment Process...

Join Chris Dancy and I as we take a practical no nonsense look at Change Management   Podcast Link on iTunes: Change Management   Changes in isolation are deadly. Show Notes ServiceSphere Blog Problem Management (Blog and Podcast) Service Levels (Blog and Podcast) Change Management (Blog) Family Calendar Who should...

Service Level Agreements Can Be A Blessing Or A Curse Depending How You Go About Getting There! Hello Folks Here is the Latest Episode of Practitioner Radio where Chris Dancy and I take a poke at Service Level Management and SLA's This show addresses the tough questions about how...

Wow I am so excited about a new project Chris Dancy and I are working on called Practitioner Radio. This is going to be a weekly Podcast done in Radio interview style that gets down to the meat and potatoes of Service Management adoption. Have a Listen to this 30 min...

Translating Knowledge Into Results So you have taken the ITIL®️ Foundations course and a couple of the intermediate level courses and you have been asked to establish an IT Service Management improvement program and roadmap! How do you get started on this activity and what do you need to...

What Get's Measured Gets Done & Sometimes What's Measured Is The Only Thing That Gets Done Over the last few months I have been thinking about what it means to develop meaningful measures for IT Management. Of course this is due in part to the fact that I was working on...

Successful ITSM Project Plans Integrate 4 Core and Dependent Work streams It culture and method has a pre-disposition to work in silos and this can often be translated to how we tackle IT Service Management projects. What I have often observed is that separately managed projects with their own project plans...