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Strategy and IT Management
Uncategorized
February 24, 20180Comments

Knowledge and Power

The novice says “knowledge is power,” and takes pride in their saying going viral. The master reflects on “the proper application of knowledge creates...
by Ron Palmer
Strategy and IT Management
Uncategorized
November 18, 20170Comments

Adobe InDesign TOC Tab Leaders with Spaces

When I wrote my book in 2013 and did the layout in Adobe InDesign, I was able to put tab leaders in my table of contents and have spaces after the chapter title and before the...
by Ron Palmer
Strategy and IT Management
Uncategorized
December 7, 20140Comments

The Key to Services is Simplicity

Where organizations start thinking of services in terms of the complications or complexity of delivery they approach services from the wrong direction. Where organizations...
by Ron Palmer
Strategy and IT Management
IT Management
IT Service Management
ITIL Foundations Exam Study Guide
Services
July 11, 20130Comments

01-3 Define and explain the concept of a service (SS 2.1.1)

ITILFND01 Service Management as a Practice 01-3 Define and explain the concept of a service (SS 2.1.1) There are a multitude of definitions for the term service. ITIL provides...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
ITIL Foundations Exam Study Guide
July 8, 20130Comments

01-2 Describe and explain why ITIL is successful

ITILFND01 Service Management as a Practice 01-2 Describe and explain why ITIL is successful (SS 1.4) Many believe that ITIL is successful because it provides a practical...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
ITIL Foundations Exam Study Guide
June 18, 20130Comments

01-1 Service Management as a Practice

ITILFND01 Service Management as a Practice 01-1 Describe the concept of best practices in the public domain (SS 2.1.7, Fig 2.3) Best practices are a way of doing things that...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Services
Value
June 25, 20120Comments

The Four Aspects of IT Services, Aspect Two

If you have been struggling with building a services business, then ITIL has provided some help in the form of a new definition for services targeted to the business owner or...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Services
Value
April 15, 20120Comments

The Four Aspects of IT Services, Aspect One

IT service management is about delivering sustainable value to the business from the use of technology. It is not about defining the best process. It’s not about assigning...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
January 31, 20120Comments

How to present value in business terms in the real world

A few years ago, I found myself in a two day meeting with a sales person, a technical presales person, and a client’s IT executive team. The company I worked for sold IT...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Service Level Management
January 26, 20120Comments

IT support sucks but we made our metrics

SLAs should only include those items that can be effectively monitored and measured at a commonly agreed point. Inclusion of items that can’t be effectively monitored almost...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Service Level Management
January 25, 20120Comments

The End-user’s Perception is Your Reality

In order for processes and services to be managed and optimized, there must be a feedback loop that provides management information regarding the functioning of the processor...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Service Level Management
January 25, 20120Comments

IT as Strategic Partner

The quantity and levels of service that IT is able to provide are always bounded by the associated costs. IT Service Level Management (SLM) is tasked with helping the customer...
by Ron B Palmer
Strategy and IT Management
CMDB
Configuration Management
IT Management
IT Service Management
January 24, 20120Comments

Configuration Management Database Introduction

The configuration management database is a virtual concept and is made up of many physical databases and physical stores of information. It becomes a CMDB, when the...
by Ron B Palmer
Strategy and IT Management
Change Management
IT Management
IT Service Management
Process
Release Management
January 23, 20120Comments

Operations and Development Tear Down That Wall

Many IT organizations suffer from less than optimal communication between development and operations groups. This happens so often that a special term has been created to...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Release Management
January 23, 20120Comments

Definitive Stores Reduce Costs

What happens in a typical organization when there is catastrophic damage to a hardware component that requires rebuilding form scratch? In many organizations the existing...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
Release Management
January 20, 20120Comments

Great Release Management Requires Project Management

Release management impacts every process area in the production environment. In addition its effectiveness and professionalism contributes significantly to the general...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Roles
January 20, 20120Comments

Define Your Roles for Best Communication Flows

Effective communication flows are important for any organization. They become increasingly important as organizations grow in size or are required to operate in a more rapid...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
January 20, 20120Comments

Create a Loop to Measure Change Management

How do you know if an individual change or the change process as a whole was successful? This question can be answered by creating a feedback loop. The components of this loop...
by Ron B Palmer
Strategy and IT Management
Change Management
IT Management
IT Service Management
Process
January 20, 20120Comments

One Change Management for all of IT

Many IT organizations have change processes that are specific to different parts of the organization. For instance, development may have its own change process, and each...
by Ron B Palmer
Strategy and IT Management
Change Management
IT Management
IT Service Management
January 19, 20120Comments

The CAB is NOT the Change Authority

The change advisory board is an important concept in change management. It is a group of key stakeholders of changes and they serve to advise and assist the change manager in...
by Ron B Palmer
Strategy and IT Management
Change Management
IT Management
IT Service Management
January 12, 20120Comments

Urgent Change Doesn’t Mean Bypassing Change Management

Urgent changes represent an unrecognized and unmanaged cost to the typical organization. The costs are easily measured in terms of unplanned downtime, utilization of IT...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Problem Management
January 12, 20120Comments

Problem Managers are Fire Fighters

There are two primary roles inherent in the duties of Problem Management, that of fire fighting and fire prevention. All organizations are faced with emergencies (fires) that...
by Ron B Palmer
Strategy and IT Management
Strategy
Success
tactics
January 11, 20120Comments

Ron B Palmer Reveals the Sources of his Strategic Thinking

I learned the benefit of duplicability from my experience as an IT director for two multilevel marketing companies. The name of the game there is to create a system that...
by Ron B Palmer
Strategy and IT Management
Execution
Operations
Strategy
Success
tactics
January 11, 20120Comments

Going Directly from Strategy to Action is a Recipe for Failure in a Complex World

In a simple world people often try to link strategy directly to action plans without any concept of tactics. In a complex world we need a middle piece that lets us accomplish...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
January 9, 20120Comments

The Clash of Incident and Problem Management

The critical distinction between Incident Management and Problem Management can be defined by their contradictory goals. Incident Management is concerned with restoring...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
January 9, 20120Comments

Incident Problem and Known-Error Relationships

An error in the infrastructure causes a disruption in service. This disruption causes an end-user to call the Service Desk and create an incident record. If the incident can...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Services
January 8, 20120Comments

What is a Service

Service is an integrated composite that consists of a number of components, such as management processes, hardware, software, facilities and people that provides a capability...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Service Desk
January 7, 20120Comments

Key Considerations for Service Desk

These are some of the key considerations to keep in mind, when implementing the Service Desk function. Information collected here is used in many of the other process areas,...
by Ron B Palmer
IT Management
IT Service Management
Service Desk
January 6, 20120Comments

Goals for Service Desk

For every need that an end-user has of IT, there should be an acceptable response from the service desk. For every IT activity that affects an end-user’s ability to work,...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
January 5, 20120Comments

Introduction to Service Desk

Extending the Range of IT Services – In ITIL the Service Desk is considered to be a function, not a process, and it does more than simply log and resolve incidents. Service...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
December 30, 20110Comments

Managers are responsible for the system

ITIL is based on quality initiatives in businesses, which find their roots in the work of Dr. W. Edwards Deming. Business students will recognize Dr. Deming as the person who...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
December 29, 20110Comments

Why focus on Process?

In the effort to produce competitive advantage there are three primary resources that IT managers have at their disposal to meet business requirements. They are People,...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Process
Services
December 29, 20110Comments

Who Cares what a Process is?

Process is a series of related activities aimed at achieving a set of objectives in a measurable, usually repeatable manner. It has defined information inputs and outputs,...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Services
Uncategorized
December 29, 20110Comments

Service Focus Trumps Technology Focus

Every IT organization is familiar with the natural boundaries for communication and cooperation that arise from organizing IT around technology specialties, which are often...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Services
December 28, 20110Comments

Services Have Types?

Service is an integrated composite that consists of a number of components, such as management processes, hardware, software, facilities and people that provides a capability...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Services
December 28, 20110Comments

Customers Want Business Services from IT

Information Technology Service Management (ITSM) embodies the idea that the IT department is a service organization, delivering IT services to the business. As such, IT should...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Services
December 28, 20110Comments

IT is Dead, Long Live IT

Fundamental progress has to do with the reinterpretation of basic ideas. – Alfred North Whitehead IT is a mere infant in the business world, having existed no more than a few...
by Ron B Palmer
Strategy and IT Management
Desire
Execution
Goals
Logistics
Operations
Strategy
Success
tactics
July 19, 20110Comments

The Strategy Framework

Are you looking for a more consistent way to produce success in your personal and professional life? Strategy is the fundamental means by which we produce success in anything...
by Ron B Palmer
Strategy and IT Management
IT Management
July 5, 20100Comments

Service Catalog Maxims

Alice: Would you tell me, please, which way I ought to go from here? The Cat: That depends a good deal on where you want to get to Alice: I don’t much care where. The...
by Ron B Palmer
Strategy and IT Management
IT Management
July 5, 20100Comments

IT Business Fundamentals Part 3a

ITIL’s Process Confusion NOTE: As promised in an earlier post, the confusion with the terms process and function will be cleared up in IT Business Fundamentals Part 3....
by Ron B Palmer
Strategy and IT Management
IT Management
June 23, 20100Comments

IT Business Fundamentals Part 2

Value Creation Drives Everything I still vividly remember speaking with a CIO of a multi-billion dollar government research facility about value and services. I posed the...
by Ron B Palmer
Strategy and IT Management
IT Management
June 16, 20100Comments

IT Business Fundamentals Part 1

IT as a Business System Why does IT exist as an organization? What is the IT organization? What is its purpose? These are fundamental questions that every IT executive should...
by Ron B Palmer
Strategy and IT Management
Strategy
April 19, 20100Comments

Creating Strategic Thinkers

One of my good friends told me of a challenge he and his manager were facing. They needed their people to think more strategically but were having difficulty achieving this...
by Ron B Palmer
Strategy and IT Management
Strategy
April 10, 20100Comments

What is more vital to success, executing strategy or achieving goals?

Too many battles have been lost and business efforts failed because people are confused about these basic concepts. An excellent strategy does not guarantee success anymore...
by Ron B Palmer
Strategy and IT Management
IT Management
April 10, 20100Comments

Where to Start

One of the most common questions in IT Service Management is “where do we start?” It is a very common understanding that the IT infrastructure and therefore the management...
by Ron B Palmer
Strategy and IT Management
IT Management
November 9, 20090Comments

The IT Manager in a New Era

To really understand the job of CIO you have to dig down to the fundamentals of why the IT department exists at all and build from there. Why do organizations find it...
by Ron B Palmer
Strategy and IT Management
IT Management
January 2, 20070Comments

Defining success for ISO 20000, Section 9.1

There is significant confusion in the ITIL community about the Configuration Management Database (CMDB) and Configuration Management. Some people believe that the CMDB...
by Ron B Palmer
Strategy and IT Management
IT Management
November 29, 20060Comments

Companies Should NOT wait

How can you reasonably suggest to a company that needs to improve their operations and achieve better alignment with the business that they should wait. Waiting is what they...
by Ron B Palmer
Strategy and IT Management
IT Management
November 26, 20060Comments

Putting Configuration Management in its Place

I feel guilty every time I teach ITIL Configuration Management. Even though I’ve taught hundreds of students the foundations of ITIL and more than 95% of them pass the ITIL...
by Ron B Palmer
Strategy and IT Management
IT Management
November 20, 20060Comments

The CMDB: A Money Pit That Creates No Value?

The Configuration Management Database (CMDB) is the most expensive and wasteful dead end in ITIL. The name itself entices technology managers to ITIL implementation failure...
by Ron B Palmer
Strategy and IT Management
IT Management
July 25, 20060Comments

What’s next for ITIL and IT Service Management

The ITIL community is in a state of confusion at the moment. No one seems to be quite sure what the OGC is attempting to do with this move. I personally am not sure what all...
by Ron B Palmer
Strategy and IT Management
IT Management
July 19, 20060Comments

Can an MBA become a programmer in two weeks?

If a very smart MBA with little or no computer science background took a two week intensive computer science course would they then be qualified to design, build, implement,...
by Ron B Palmer
Strategy and IT Management
IT Management
July 22, 20050Comments

ITIL’s Journey of Acceptance

Yesterday, August 21, 2005, we delivered the first day of the first class for the first US graduate program in IT Service Management. This significant event occurred without...
by Ron B Palmer

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  • 01-3 Define and explain the concept of a service (SS 2.1.1)
  • 01-2 Describe and explain why ITIL is successful

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