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When is an incident a major incident? An incident becomes major when the potential impact or urgency is considered significant. This means different things to different organizations, but ultimately it depends on business goals and objectives and is defined by each organiza...

If you had to choose between following an agreed IT Service Management (ITSM) process, or focusing on value, what would you do? When assessing the Major Incident Management process for one of my customers, I recognized that while the process was well established and defined ...

Service Management must not shy away from application development Most Service Management organizations are full of process people. And then, there are tools teams that are full of tools people. What I mean is that the tools teams are made up of individuals who are experts...

One of the most important aspects of delivering a world-class service, regardless of whether the word "cloud" is associated with the service or not, is Service Monitoring. Monitoring should not be considered a commodity, but rather a strategic opportunity for Service Deliver...

I was working with a client recently, helping them plan ways to improve the management of IT user support. When I came to review the advice I offered them, I realized that other organizations might find the same advice useful, so I have created three blog posts highlighting ...

In my previous post in this series, I posed a question: “Can perfect monitoring still end in failure?” I hope that you have come to the same two conclusions that I’ve come to: nothing made by humans is perfect, and even if monitoring were perfect, we can most certainly fail...

Incident Managers are crucial to IT service operations in any organization. When something goes wrong, they provide immediate support, commanding and controlling major incidents. A successful Incident Manager needs to be proactive and a real people person. But what other sk...

Many people associate ITIL’s core books with managing incidents and problems. This focus on break/fix scenarios is probably historical, but the misconception is still very much alive. Having been an ITIL trainer for more than 15 years and practising even longer, the o...

Why is the ITIL Practitioner Guiding Principle, Be Transparent, so important to get right? In the scenario dramatized by the animation below, a lack of updates about incident resolution creates complaints and an image of a service desk “black hole”. How does this happe...

I n recent years Romania and, more broadly, South East Europe have become a hotbed for international IT services. Due to the region’s Internet of Everything approach, the IT market is booming and facilities like Security Operations Centres (SOCs) and Network Operation Centres...