The Service Catalyst Blog

‘Retaining the Certificate’ – (ITSM Continues after the ‘Implementation’)

By |July 29th, 2019|Categories: Uncategorized|

In working with a client who is pursuing an ISO 20000 certification I was struck by the frequent caution in the ISO materials that retaining the certificate is more difficult than obtaining it in the first place.

Like a championship team that finds defending their title to be a challenge, many organizations experience difficulty in maintaining focus on their IT Service Management practices once the initial effort is complete and the project phase has closed.

The reason is that ITSM, whether an organization is pursuing an ISO certificate or just instituting internal best practices, is not a project. Sure, the introduction of […]

The Knowledge 19 Trivia Gamble

By |May 30th, 2019|Categories: Uncategorized|

For the last few years, Service-Catalyst has had a booth at knowledge whre we’ve demonstrated different variations of a trivia game that we built on the ServiceNow platform.  It’s a great chance to show off what we can turn around in a few weeks and chat with potential clients. We have a new twist on the concept every time and build out a game to show a taste of the endless possibilities with ServiceNow. I don’t know what it is about trivia that attracts tech folk, maybe it’s the chance to use that random fact you’ve stored away for years, […]

ITIL 4 – Service Value Chain and the (v3) Lifecycle

By |May 28th, 2019|Categories: ITIL, ITSM, Uncategorized|Tags: , , , |

by Bill Cunningham

I wrote in a previous introductory ITIL 4 blog post that there was no mention of the ITIL Version 3 Lifecycle in the new version, and expressed hope that it might make its way into the intermediate materials.

Of course, upon a bit of further reflection, I have come to see the underlying Lifecyle concept is front and center – it’s just now called the ‘Service Value Chain (SVC)’ and it is clearly embedded as the keystone of the Service Value System (SVS).


I get why this was done – and […]

ITIL 4 – Service Value System – Guiding Principles and Practices

By |April 24th, 2019|Categories: Cultural Change, DevOps, Fundamentals, ITIL, ITIL Certification, ITSM, Uncategorized|Tags: , , , , |

A while ago I had posted some thoughts on the impending release of ITIL 4. Well, the ITIL 4 Foundations material has been fully released and I have taught my first class – everybody passed the exam!!! – so here are some more fully formed thoughts around the new release now that I’ve had a chance to engage with it in some depth.

It’s funny – change is hard, and this whole ITIL 4 introduction and learning about it has been a personal reminder of that. I attended a seminar a few […]

Episode 40: ITIL V4

By |April 23rd, 2019|Categories: ITIL, ITSM, Podcasts|Tags: , , , |

Service Catalyst ITIL Experts Bill Cunningham & Valerie Arraj discuss the new ITIL V4 framework alongside host Jennifer Griffin. Learn what changes to expect with the latest version, why those changes are notable, and how your organization can begin to adopt the most up-to-date best practice of ITIL.

Exporting data in unload format via script in ServiceNow

By |April 16th, 2019|Categories: ServiceNow, Uncategorized|

I recently had a project whose major requirement was the ability to unload data from an instance to a file that could be reloaded into another instance. Seemed simple enough at the time, there are built in script includes that allow this. The job is done. Well, not so fast. The specifics of the requirements made it such that the ExportWithRelatedLists script include didn’t quite work, and required some extension and hammering, which is what I did.
Not too long after that project closed, I was perusing the ServiceNow docs, searching for something […]