• Process Vs tools – The Argument continues…

    Process Vs tools – The Argument continues…

    This blog follows on from the recent post from Phyllis Drucker and stems from my recent experience delivering Service management tools training for Service desk professionals. I recently delivered this  foundation training on Service Desk tools for Process owners. The course outline and prerequisites were communicated well in advance and when I stepped in for the first day, I
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  • The Internet Experience: Employee Self Service and Self Help

    The Internet Experience: Employee Self Service and Self Help

    I recently attended an ITSM conference where I heard the words “…and when we get to real self help…” OK, almost 20 years since I first heard the term “self help” we’re still trying to get there! It’s true, back then the tools weren’t truly ready for real self help, so it looked like a
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  • Evaluating evaluation

    Evaluating evaluation

    Why did evaluation get into ITIL? In 1998 Pfizer’s share price doubled – all because of an unexpected side-effect in a drug being developed to treat heart problems. I was reminded of this when asked on a recent ITIL course to explain why on earth ITIL had Change Evaluation as something apparently separate from change
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  • The Case of the Horrible Boss and the Service Culture

    The Case of the Horrible Boss and the Service Culture

    Unusual as it might seem I was inspired to write this article having thoroughly enjoyed a magazine article.  The article in question was digested in the early hours of the morning as I sat homeward bound after a trip to the States.  No, you haven’t misheard me; I was ‘inspired’ by reading an inflight magazine. 
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  • Today’s Paradigm for IT Support

    Today’s Paradigm for IT Support

    There is a new paradigm in IT Support: Supporting a business that is completely reliant on IT. With this in mind, IT failures are no longer just business facing, they are public facing. The difficulty arises when IT continues to do support the same way they have for years, as an infrastructure based organization with
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  • Getting on with the job

    Getting on with the job

    Sometimes a TV show or movie with an apparently massive disconnect to the real world — fantasy stuff — can trigger some interesting observations and conclusions for us in our world too. One that did that for me was the first episode of ‘Marvel’s Agents of SHIELD’. What I found interesting was the broad context
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  • Rocket fuel, cake and customers – A tale of availability management

    Rocket fuel, cake and customers – A tale of availability management

    The other day I had a flashback.  Well actually, I had two You see, this past week my mobile carrier, Rogers Communications, suffered a major outage which knocked out all voice and text capability across its network.  The outage lasted for about 6 hours – a lifetime for the company’s 10 million affected customers. Unfortunately, access
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  • What do Black BMWs have to do with ITSM?

    What do Black BMWs have to do with ITSM?

    I got upset twice whilst in my car last week. Both times because the car behind blew its horn and the driver ‘gesticulated’ to convey his annoyance. The first time my daughter was driving, a new, inexperienced and cautious driver, especially in her father’s car. The guy behind just wanted her to go faster and
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