Roman Jouravlev is experienced ITSM trainer and consultant. He has been working in ITSM area since 2002, most of these years in training and education. He has worked in Russia, Ukraine, Georgia, Kazakhstan and other ex-USSR countries. Roman is specialised in adapting international good practices to developing countries as well as promoting professional BOKs and standards. Roman is recognised across Russian ITSM community as skeptical and practical author and commentator.

• 10/04/2012 Meet your iceberg. Now in 3D
  A service is usually a combination of provider’s behaviour and some pieces of specific resources. From the customer’s perspective a service may seem equal to the resources or to the provider’s...
• 06/12/2011 Process measurement and assessment: why do we do it?
  Lost in translation… again. We talk, write and read a lot about process measurement and assessment. Various models have been developed to assess IT processes from various perspectives. We try to...
• 31/10/2011 Looking through a Trollian prism
  Note. I have no intention of offending any of the honourable Fellows or anybody else. I will appreciate any comments leading to clarification and removing the impression expressed in this column. It...
• 29/06/2011 The dark side of web services expansion
  As it was perfectly expressed in the opening video at Pink Elephant ITSM conference last week, corporate users tend to use more and more services based on something somewhere in the Internet and...
• 22/06/2011 The King is gone. Long live the …who?
  This June has opened the fifth year of ITILv3. The library that we all have become  used to call “new” is in fact quite old. Previous versions continued for about 7-8 years so v3 is now at least...
• 10/11/2010 Six influencing factors to make ITSM projects succeed
  Every ITSM project involves a cultural change, or in other words a change of people’s behaviour and attitude towards their work. This is the most important and usually the least addressed part of a...
• 25/10/2010 Some heretical opinions on ITIL service lifecycle
  …We’ve discussed it many times with my colleagues and students but somehow there hasn’t been an occasion to write the whole picture down. So here it is – seeming to bу quite contradictory to what...
• 01/09/2010 Blurring ITSM
  More is not always better. At the moment, we have at least four major players in the field of professional certification for ITSM specialists: ITIL-based from APM Group, ISO 20000-based from EXIN and...
• 12/07/2010 ITSM professional certification: does it matter?
  IT service management has been developing for almost 30 years. Naturally, it has got various attributes of a real branch of knowledge and industry: BOKs, tools, myths, satire and skeptics, various...