The run-away syndrome of IT people
In times when populations of entire nations are running away from war and violence, it always strikes me that IT people are often on the run too. I can understand what drives the Syrian, Afghan, or North African refugees, but when it comes to IT people
[6] Deliverables of a Service Management Method
The Dutch Experience – part 6 in the series on SMMs – Also read part 1, part 2, part 3, part 4, and part 5 In the previous columns I discussed the origin, context, the elements, and the deployment of a Service Management Method (SMM). I now continue wi
[5] Deploying a Service Management Method
The Dutch Experience – part 5 in the series on SMMs – Also read part 1, part 2, part 3, and part 4 Before adopting any approach, an organization should understand exactly what it could expect from adopting it. SMMs can be deployed in a standardized pro
[4] Elements of a Service Management Method (SMM)
The Dutch Experience – part 4 in the series on SMMs – read part 1, part 2, and part 3 – Traditional ITSM projects often stop after the processes are described, after the tool is configured, and after the staff is trained. An SMM supports organizations
[3] Context and Mission of a Service Management Method
The Dutch Experience – part 3 in the series on SMMs – read part 1 and part 2 A Service Management Method (an SMM) is – indeed – a method. A method is defined as a reproducible, systematic approach towards a specific goal, which can be learned and appl
[2] The Origin of Service Management Methods
The Dutch Experience – part 2 in the series on SMMs – read part 1 here. In the 1990s, in the Netherlands (as well as in other countries), many projects for improving IT service organizations, using ITIL best practices, had not delivered the expected r
Introducing a Service Management Method
The Netherlands are way ahead of other countries in terms of systematically and methodically improving service organizations – at least that’s what I think. I’ve decided to write a series of 10 blogs on this topic, not on my own website, but at LinkedI
SIAM is a hoax – ROUND 2
Now that most of the prominent players have let a bit of steam off (and some have even tried to settle an old score) we may get back to the original topic: is SIAM a hoax? (read the original post on this if you’ve missed ROUND 1) ROUND 2 I think SIAM i
SIAM is a hoax
A couple of days ago, on a late Sunday evening, I – once again – ran into a topic that was taking on hype proportions, and I was – once again – annoyed by the easy acceptance of this by the market. This time the topic was SIAM: Service Integration And