• How Does Your Story End? Is it Time for Another IT Hero?

    How Does Your Story End? Is it Time for Another IT Hero?

    I keep hearing about the power and importance of story telling. I am obviously lousy at it! I have been banging my head against a brick wall for 15 years trying to create change in the IT Industry, seemingly to little avail… Obviously I have not been telling it in the right way, so I
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  • Redefining Change Management in the Digital Age

    Redefining Change Management in the Digital Age

    Change management describes exactly what its name suggests – the management of change. It is an inevitable catalyst that propels us into new territories with innovative ideas and forward thinking; or at least we hope change will instill a positive effect in our workgroups. Traditional Change Management These two words describe the changes of organizational
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  • 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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