You're sitting down to a service review with your outsourced provider at the end of a dreadful month that has involved a number of Major Incidents that have had significant business impact. Reviewing the core operational metrics, you are surprised to see, once again, that…
For anyone who has been on the ITIL Foundation course, there is one simple answer to this question, the focus of the Major Incident should be about restoring service to the business as quickly as possible, and a subsequent Problem ticket should be raised to…
The challenge that most people who take on a Problem Management role face, is that it is probably one of the most important, yet misunderstood and poorly implemented, of the Service Management disciplines. People don't really understand that the objective is not just about identifying…
The Department of Health estimates that 70 per cent of the NHS budget is spent on long-term conditions, yet it is estimated that only four per cent of the total healthcare budget is spent on prevention. It's generally accepted amongst the medical community that prevention…
Cloud collaboration suites such as Office 365 and Google Suite have introduced us to new ways of working. We now have the ability to work, share, talk, chat, message, edit, and so much more, all through a single integrated toolset, from anywhere and on any…
The Cloud moves organisations away from traditional software licensing models and premises-based data centres to ‘pay-as-you-go’ or utility based pricing. This has led to a lot of articles being written that conclude that the Cloud signals the end of traditional IT Service Management, and particularly…
Firstly, I'll make it clear that I'm not going to be able to provide you with an answer to this question. But you are probably spending far more money on your Cloud investment at the moment than you need to. It's a scary thought, as…