The complexity of today’s technological environment makes it more difficult than ever to assess the risk and impact of Changes.

Consider all the vendors, partners, and suppliers plus the innovative technology.

This puts more emphasis on the people and the CMDB.

Invest in both.


I came across the below and it struck me:

6 types of generosity –

I am borrowing this from a Mart Green comment on a Linked post but it made me think of how I can be more generous.

We Misunderstand Process

When most people say “process”, it is not what they mean. They mean how we work a ticket through its lifecycle when really they mean procedures or work instructions.

I have encountered this a few times so read below and let me know if you agree or disagree with me.

– 15 years ago, I would design processes based on the needs of the organization, make sure they aligned with the ITIL books, and customize the tool – usually Remedy or HP – to reflect the processes. We would then build procedures and work instructions based off the processes.

– As time went on, the ITSM tools began closely adopting the ITIL books so there became pushback – and rightly so – to customizing the tool. But, some still insisted on doing things their way. Then, procedures and work instructions were built.

– Over the last 5-7 years, process has meant how the work flows through the tool. In this description process = workflow. But, this leaves a larger gap than before on how to best leverage the processes. In my opinion, success of the tool implementation will be in HOW the processes are executed, meaning procedures and work instructions.

So, in today’s world, when most people say “process” they really mean “procedures” or “work instructions” since they want to use the out-of-the-box toolset.

If you want a out-of-the-box toolset, what you are designing are procedures and work instructions, not process.


I have noticed this one rule to be true in my professional and personal life…

It is impossible to grow + improve without continual assessment

This “truth” rings true for our Service Management and Asset Management programs. It is impossible to improve without continually assessing the current state and progress against the objectives.