Deconstructing ITSM

19 February 2009

Start ITIL with Continual Service Improvement

People often ask which part of ITIL companies should implement first. They very often get the (correct) answer that you don’t implement ITIL, you use it to improve your service management. But that’s really just rephrasing the question: which part of ITIL should companies use first to improve their service management?

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14 January 2009

The Three Little Pigs of ITSM Improvement – A Parable

Filed under: ITSM — Joe Pearson @ 12:00
Tags: , , ,

(There are good ways to improve ITSM, and other ways…)


In the land of ITSM Continual Improvement, near the city of Process Development, there once lived three little pigs. Now the three little pigs weren’t as happy as the proverbial pigs in strategic, holistic information technology. They were continually being attacked by the wolves. They’d trying calling the wolves “customers”, and it didn’t help. So they got together and agreed that they needed to build stronger, best practice, houses made of brick. But they couldn’t agree on how they should do this.

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