• Business – IT Relationships

    Business – IT Relationships

    Behave Yourself…Or Else! When I contributed to GamingWorks’ book ‘ABC of ICT’ in 2007, little did I imagine that, ten years later, I’d be writing about the series of business-IT behaviour workshops that I have conducted across more than ten countries, and how my participants’ opinions relate to the top ten issues according to the
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  • What does IT Value Look Like?

    What does IT Value Look Like?

    If we don’t know, then how can we deliver it? Question: Why do we struggle so much in understanding and demonstrating VALUE with IT?  Notice I did not say WITHIN IT. This is not simply an IT issue. It crosses the CHASM that is held in place by both Business & IT.  In this article
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  • The Project: A Possibly Recognizable ITSM Fairy Tale

    The Project: A Possibly Recognizable ITSM Fairy Tale

    One day, the boss forgot his password My name, for this tale, is Nate. I’m an ‘Admin’ (for people not systems). Note I said “the” boss; I work for eight of them and five are male, so technically I am not singling one out for any later “coaching” on the ethics of airing any issues
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  • The Data Center is Dead

    The Data Center is Dead

    The Postmortem on the Data Center Data Centers are dead. There will never again be a need for big expensive, underutilized rooms in corporate campuses. Enterprises will never have to attempt to acquire and maintain skills and capabilities that are difficult to attain and add no direct value to business operations or success. The data
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  • IT-Business Value chains revisited

    IT-Business Value chains revisited

    IT-Business Value Chain Have you ever felt frustrated that business people don’t understand the value of your work in IT? I certainly have and this was the reason why I spent some time thinking about how to translate the value of IT services to a business context. I wrote a blog on the topic in
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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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  • Cynefin – Broadening the traditional approach to leadership and decision making

    Cynefin – Broadening the traditional approach to leadership and decision making

    Case based reasoning Many best practice approaches are based upon case-based reasoning.  This is the process of solving new problems based on the solutions of similar past problems. You may have seen this in practice; the Service Desk analyst who restores service to an IT issue using a solution she’s tried before.  A Judge who
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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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