Service Management 360

The changing world of IT providers: A recipe for cloud services

Building on proven models Truly good ideas never go away; they just get reinvented so they can be relevant in a new context. This is true of the fundamental concepts employed in the product development,


Did ITIL modify the way we deliver IT service management?

Many years ago, the Information Technology Infrastructure Library (ITIL) was implemented as a set of best practices in service management, and it has helped to standardize the way we deliver our business. The ITIL


Asset management: Maximo versus SmartCloud Control Desk

I recently took on the responsibility of assisting our sales team with IBM SmartCloud Control Desk. Since I am not from an asset management background, this has had its own challenges. Getting to grips


Lab advocates: Let them out of the dungeon

What are lab advocates? Generally, they are software developers who have deep-dive skills in a particular discipline and who can help you with your day-to-day business needs. I’m a senior technical sales architect in


The world of SAM: Who’s on first?

As I have said in a previous blog post, SAM I am, and my world is software asset management.  Today we look at the wordplay involved in identifying licensed software titles. In much the same


The world of SAM: Control is king

As I have said in a previous blog post, I am SAM (software asset management). I am processes, and I am a crowd of individual software products, each with a distinctive face and shape.


Still discussing server availability?

Have you ever been requested to provide a report to somebody showing the availability of one or more servers? If the answer is yes, you’ve probably also started the discussion about how to define


What is ITSM really all about?

  One of the emerging themes of IT in recent years is that services—and service management—trump the technical details of how services are rendered.   It’s an intuitively appealing idea. When you think about it, the fundamental point of


The world of SAM (software asset management)

  You might remember “I am Sam; Sam I am” from Green Eggs and Ham by Doctor Seuss. So you think you know SAM. But do you really know who or what I am? I am


Oslo snow and risk management: an unexpected journey

I was out and about recently, visiting customers, talking at conferences, delivering an ITIL course, and finally running two ITSM simulator games. This little jaunt took me during the space of 2½ weeks to