• Finding Excellence: Looking at Problem Management

    Finding Excellence: Looking at Problem Management

    This is the second part of a two-part blog series. The first instalment looked at Change Management. Unlike change management, a solid problem management process is a solution rather than a cause, mainly because it addresses issues after the fact. As you look at problem management, you’re looking at several factors: the ability to determine
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  • Finding Excellence: Looking at Change Management

    Finding Excellence: Looking at Change Management

    Implementing and benefiting from service management processes is most definitely a marathon, not a sprint, with value to be gained along the way. In my travels as a consultant, I see varied levels of maturity and struggles faced by organizations. We all continue to look for high availability and outage-free days. But, in some organizations,
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  • Making the Most of a Service Catalog

    Making the Most of a Service Catalog

    A service catalog is a key component of the service lifecycle. It is defined by ITIL  as “a database or structured document with information about all live services, including those available for deployment.” It is a part of a larger service portfolio and contains information about two types of IT services: customer-facing services that are
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  • ITIL® Practitioner workshop benefits

    ITIL® Practitioner workshop benefits

    The key with ITIL Practitioner is developing an improved and/or new enabled capability in yourself and for the future of ITSM. At the end of September 2016, itSMF Sweden put on a workshop event in Copenhagen, Denmark.  The intent being to raise awareness and understanding about ITIL Practitioner but it turned into so much more.
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  • Why Proactive Incident Management is important

    Why Proactive Incident Management is important

    What are you waiting for? Recently intercepted and decrypted conversation between Batman and Superman: Batman: “Luthor has a bomb planted in Metropolis Central Station, set to go off in 5 minutes; I’m on my way but can’t get there in time to stop it, but you can!” Superman: “I suppose I could, but you said
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  • The End of Incident Management (as we know it!)

    The End of Incident Management (as we know it!)

    Can you imagine an ITSM world without Incident Management? While important, Incident Management (IM) is one of the most inefficient (and sometimes ineffective) ITSM processes. So much of the success (or failure) of IM depends on human interpretation.  What is the consumer seeing?  What kind of day is the consumer having? What does the consumer
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  • Five Service Desk Tips for Your Organization

    Five Service Desk Tips for Your Organization

    The effectiveness of your services depends on various factors that you must always keep in mind, as well as how solutions, such as service management solutions, can and do benefit the organization. These are five tips that I think will help make your service desk as successful as possible. First of all, you must invest
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  • Service Request Catalog: Failing to Fail

    Service Request Catalog: Failing to Fail

    Many IT organizations fail at their first attempt to go online with Service Management via a Service Portal or Service Request Catalog. Today I’ll look at some of the reasons why and provide suggestions for succeeding the first time, through widespread engagement combined with an agile growth that maintains momentum throughout your efforts. Before beginning,
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