Incident Problem & Availability Management – The New Holy Trinity

Have been asked to speak on Problem Management at an itSMF event next year. My topic? Incident Problem & Availability Management – The New Holy Trinity. This is my presentation outline: We all know that Incident and Problem Management, if working well, can reduce interruptions to the end user and improve service quality for the business. From an end user’s perspective though, availability is the name of the game. While most organisations have the basics covered with Incident Management, how many use Problem & Availability Management to look at the underlying cause of Incidents at a service as well as a component level? This presentation will be a practical guide on how to use Incident and Availability Management to support your Problem Management Process and improve both quality of service and the business perception of IT.

itSMF UK Transition Management SIG - Plan for 2012

Hi All, The Transition Mgt SIG is planning for the next 12 months. If you have any Service Transition or Software Asset Management questions or would like to get involved then check out our discussion group on Linked In:

Pink Elephant Education & Consulting group on Linkedin

Check out the Pink Elephant Education & Consulting group on Linkedin http://www.linkedin.com/groups?home=&gid=2952124&trk=anet_ug_hm The group is for individuals and companies in the UK and abroad looking at how IT Service Management best practices can be fully utilised within their organisation and I am the new group moderator :-) Pink Elephant for over 30 years has been at the forefront of ITIL and ISO20000 education and business process solutions.

Example Release Note

As promised, here is my take on the Release note (and yes, of course it’s pink!!) It includes the title of the release, the audience, any related Changes, Problems or Known Errors and if any action should be taken. What do you think? Do you use something similar in your companies?

Why Release notes are a good idea

One of the questions I ask when evaluating any Release Management process is how the organisation communicates a Release to the Service Desk and end users. I ask because quite frequently, it’s not done in a consistent way leading to an IT infrastructure perception that the Release has been “chucked over the fence” for them to support and a user perception that they know more than IT if they call up the Service Desk about a Release only to find that the Service Desk analyst knows nothing about it.

Using a Release note is a good idea for the following reasons:

(1) It is a consistent, auditable way of communicating that a Release is forthcoming to the user population and importantly to the rest of IT who will end up supporting it.
(2) It should communicate the main content of the release so that users know what to expect.
(3) It should highlight any differences in support for example floorwalkers will be onsite to provide help and guidance.
(4) Having the Release note issued via the Service Desk underlines the concept that the Service Desk is the single point of contact for IT support.

I will talk about what a Release note could look like in my next post.

What do you think about Release notes? Do you use them in your organisations?

itSMF UK Conference Monday 7th November 2011

I will be presenting at this year’s itSMF UK conference with my lovely work colleague, Peter Hubbard. Our presentation is called Change vs. Release Management and this is our session brief:

Change & Release Management working together effectively can significantly increase Service Quality by delivering:
• An increased volume of change
• Reduced defects
• Less downtime for maintenance by packaging things into releases

All too often, there is confusion in many organisations about where Change Management ends and where Release Management begins. “What’s the difference between Change and Release Management” is one of the most frequently asked questions on Service Management websites. The aim of this presentation is to explain once and for all the difference between Change & Release Management and how to run the two processes together effectively. Practical guidance will be given on running the two processes together along with tools and templates.

The full details are here:

http://conference.itsmf.co.uk/abstracts.html?event=1#a1E1

Service Desk & IT Support Show - Wednesday 20th April 2011

I will be part of the discussion panel answering questions following this session at the Service Desk & IT Support Show on Wednesday:

http://www.servicedeskshow.com/

Fast and Flexible: Why speed matters in automating IT processes

How many times do we hear that something can’t be done because the process won’t allow it? Today processes need to evolve at the speed of business, and our process automation needs to be a core business asset: but it cannot be if it is harder to change the automation than to work around it!
Kevin Parker will explain how modern automation tools and techniques can not only streamline existing processes but also transform them by integrating third party systems directly into the automation.


I’m also looking forward to catching up and hearing about the latest ideas, technology and challenges in the world of ITIL and Service Management.