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  • ITSM Jones and the Search for the Silver Bullet

    ITSM Jones and the Search for the Silver Bullet

    We join our protagonist, Isaac Thomas Smyth Jones (or “ITSM Jones” as he prefers to be called), as he reflects on his search for the Silver Bullet of ITSM. He had been searching for years for this Silver Bullet of lore that would solve all of his service management issues in a matter of days,
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  • Systems tinkering versus systems thinking

    Systems tinkering versus systems thinking

    Dealing with a complicated world Looking back at the industrial revolution, the dominant ‘management paradigm’ was Scientific Management, also called Taylorism. This was pretty straightforward, focussing on control of function and ‘Taylored’ to mass production. But this ran out of steam when the world got more complicated. People realized that things depended on so many
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  • You can have your ITSM Expert cake and eat it too

    You can have your ITSM Expert cake and eat it too

    The qualification is just the beginning Becoming an ITIL expert is just the beginning of a journey; this is when you begin to learn. The academic training can be related to achieving an academic degree in many studies. After deliberate training and maybe the opportunity to apply some of your training along the way, you
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  • Repair faulty cookies or fix the equipment?

    Repair faulty cookies or fix the equipment?

    How to make the mental shift towards becoming software factory engineer Imagine that you’re running a cookie factory. Producing innumerable cookies per hour. What do you do when you discover that the cookies deviate from your quality standard? Do you repair the cookies? Of course not. You repair the machinery. Yet when it comes down
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  • Continual Individual Improvement (CII)

    Continual Individual Improvement (CII)

    In service management we talk about continual service improvement (CSI)all of the time. An ongoing cycle of improvement, alignment and realignment to the needs of our business or customer. Of course our people, one of the 4 P’s (people, process, products, and partners) are in scope of such improvement too. Regardless of the industry, people
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  • Where does Service Management fit in a Digital World?

    Where does Service Management fit in a Digital World?

    A Workshop with Charlie Betz – Norway 2016 One blog post was never going to be enough to cover a 40-minute conversation with Charlie Betz. Following on from my post about Charlie’s keynote at the upcoming itSMF Norway “ITSM with Superheroes of the World” event, being held in Oslo, April 12-14, 2016, I asked what
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  • A Series of Symbiotic Events

    A Series of Symbiotic Events

    Event the Third: One Hand Washes the Other Having earlier set the groundwork for why relationships are a fundamental part of successful event management, I can now discuss in more detail why I chose symbiosis as the basis for describing these relationships. The original usage of the word symbiosis had to do with communities of
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  • Service Management Technology: The Key to Digital Business

    Service Management Technology: The Key to Digital Business

    A new era of IT In the last few years IT and market watchers have formed a consensus that digital business is emerging as the dominant model for success in a new era of IT. Blurring the lines between the physical and digital realms, digital business represents the convergence of social technology, cloud, mobility, data
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