Cherwell IT Service Management Blog
Resources, Best Practices, and Solutions for ITSM Pros

Malcolm Fry

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Five Pitfalls to Avoid When Establishing an IT Change Management Process

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We can all agree that ITIL-aligned policies, processes, and procedures have been shown to produce significant day-to-day operational improvements to an organization. IT Change Management, in particular, is a critical and necessary function that requires continual improvement, because failed changes can result in a whole host of issues including increased infrastructure risk, unexpected costs, damaged service desk credibility, and ultimately,...

4 DevOps Pitfalls to Avoid

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During my career, I have seen many new innovations in both the software and hardware industries. I remember being amazed when I first saw a printer lid open automatically when the paper ran out. I also remember wondering, what will they think of next? Just like DevOps, these trends have their followers and detractors; however, as a lifelong operations man,...

Marks and Spencers Close Fitting Rooms

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For the last few years there has been a battle between online shopping and stores, with the online warriors getting the upper hand, big time. Why do we shop at stores rather than online? In the case of clothes, it could possibly be because we can try on the goods. We can get tactile and feel items, make sure the...

The Science of Service Desk Metrics

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Metrics. They are everywhere. I was asked to write this blog and was requested to write about 400 words within 48 hours. See what I mean? Not just a blog but also a monitored event, and we have to take into account a time difference as I am writing this blog from Texas, and the 48 hour target is for...

Are the Target Security Breach And Other Computer Crimes a Technology Issue or a System Issue?

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The press is full of stories and theories about the Target data intrusion because criminals stole vendor credentials for up to 110 million payment cards and personal records between Nov. 27 and Dec. 15. This has, of course, excited public condemnation and finger pointing at software suppliers like BMC. Crimes against technology are rift, yet for some reason not taken...

Is the Service Desk Dead?

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Years ago, in the UK, the music charts were called “The Hit Parade,” which reflected record sales and thus which singles were hits with every band vying for the coveted number one spot. When the charts were released each week, fans would debate the chart positions for hours. How else would you know what was cool? This concept still exists today...

What Has ITIL Done for Us?

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Does the question, “What has ITIL done for us?” ring a bell? If it does, that’s because the title is a parody of Monty Python’s sketch, “What have the Romans done for us?” In this scene, the terrorist chief, Reg, asks the rest of the group what the Romans have done for them and gets an unexpected list of how...

Does the ITIL® Framework Need a Facelift?

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The following is an excerpt from a longer article, entitled ‘Does the ITIL® Framework Need a Facelift?’ by Malcolm Fry. Malcolm believes the framework is an excellent tool, and his comments are not meant to be a criticism but an encouragement to improve. Relevance The eternal problem for the ITIL framework has always been to remain relevant mainly because of...

The University of ITIL! Why not?

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This year, Axelos, a new ITIL partnership between the U.K. Cabinet Office and Capita, will take over the stewardship of ITIL. We all have our opinions as to the potential success or failure of that union. One thing for sure: it will keep us all chattering through our various social media connections. Starting with a price increase is not an...

Does the ITIL® Framework Need a Facelift? Take 2.

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The following is an excerpt from a longer article, entitled ‘Does the ITIL® Framework Need a Facelift?’ by Malcolm Fry. Malcolm believes the framework is an excellent tool, and his comments are not meant to be a criticism but an encouragement to improve. New services management New services management has been a bone of contention between developers and IT service...

Pink Proud: Pink Elephant Conference 2014

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Most of us have had good times and bad times in our careers. You get older and your career gets longer, you can see those ups and downs more clearly. In my career I have had mainly ups, with a few downs sprinkled in for fair measure, but one of the highlights of my career was meeting, becoming friends with,...

How Service Desks Can Anticipate Failures and Disasters

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During the last few years, there seems to have been a large increase in disasters and calamities around the world from forest fires to floods and from tsunamis to earthquakes. It was reported that on one island during the 2004 tsunami, most of the animals survived because they instinctively headed for higher ground, and wisely, the local population followed them...