• The Customer is (NOT) Always Right – The Customer Service Conundrum

    The Customer is (NOT) Always Right – The Customer Service Conundrum

    Popularized many years ago by those in the business of selling, the phrase “The customer is always right” continues to be a mantra for well-meaning businesses in myriad industries. It sounds good; after all, the premise is based on the desire to provide great customer service that will see the customer happy, to ensure they
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  • CSI – Buy One Get One

    CSI – Buy One Get One

    That’s right for unlimited time buy one CSI and you get a second free… (Yeah, I won’t give up my ITSM skills to be in sales anytime soon.) The reality is though, that for every CSI initiative you embark on, you get an additional benefit.  Every aspect of ITSM deals with two fundamental areas of
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  • Don’t get fooled again by a confident quack

    Don’t get fooled again by a confident quack

    Choosing the right consultant and taking well-informed decisions It’s a familiar dilemma. You’ve consulted a handful of people for their opinions on a significant investment. However their guidance differs. Who do you trust? The consultant who a trusted colleague recommended? The one with a good digital profile, for instance a high Klout score for their
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  • Sell me this IT

    Sell me this IT

    It’s all about supply and demand In Martin Scorsese’s biographical black comedy film The Wolf of Wall Street (2013), Leonardo DiCaprio plays a stockbroker of dubious morals. In one of the scenes he plays a motivation speaker talking to an audience who have come to learn how to sell. In order to show them how
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  • ITSM – It’s All About Balance

    ITSM – It’s All About Balance

    Think Outcomes, not Frameworks and Methodologies When I see discussions on social media like “Will <framework A> work with <methodology B>?” I have to admit that it drives me a little bonkers. The answer is always “yes it will”. What the real question should be “how can I achieve the best outcomes from the use
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  • The benefits of business-IT bickering

    The benefits of business-IT bickering

    In her book and TED Talk ‘The Mathematics of Love’, mathematician Hannah Fry shares her thoughts on the odds of finding your soul mate to the equation that explains the conversation patterns of lasting relationships. The most successful relationships are those with a really low negativity threshold. In those relationships, couples allow each other to
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  • It’s T-time – Technology meets DevOps

    It’s T-time – Technology meets DevOps

    The Specialization of Technology In the beginning of IT there were men in white lab coats. And the men in white lab coats were masters of everything: hardware and software, development and operations, demand and supply. But after a while things started to specialize and different departments were created for the various disciplines. There’s nothing
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  • Automation and the CMDB

    Automation and the CMDB

    Get in, go fast, crash quick…Who cares where you’re going! Speed and aggressiveness have been the approach for many organizations trying to “implement” Configuration Management; or should I say “CMDB”. For as long as I have been involved in Configuration Management, there have always been people out there pontificating on how “Automation will solve all
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