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  • A Series of Symbiotic Events

    A Series of Symbiotic Events

    Event the Second: The Plan In the first “event” of this series I discussed “The Party” – I started there to establish that the satisfaction of your IT customer is dependent on the way you handle the many types of ‘events’ that support the ‘Main Event’ enjoyed (hopefully) by your customer: the enablement of what
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  • Success with Knowledge-Centered Support

    Success with Knowledge-Centered Support

    Get Everyone on the Same Page There are significant quantifiable benefits to adopting Knowledge-Centered Support (KCSsm), the industry best practice for capturing and leveraging knowledge within your organization. KCS helps organizations: optimize available resources by solving problems faster and building organizational learning enable customer success with self-service and improve products based on knowledge captured Over
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  • A Wide Ranging Program from itSMF Norway

    A Wide Ranging Program from itSMF Norway

    More to see In a recent post we looked at some of the great presentations that make up the itSMF Norway annual conference program. Here are a few more snippets from the Service Management with Superheroes of the World event agenda. If you can’t find a reason to attend amongst the speakers and topics making
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  • About Satellites and Software – The Value of Continuous Delivery

    About Satellites and Software – The Value of Continuous Delivery

    A ‘slight’ problem It’s been close to 10 years since the New Horizons satellite was launched to take on the mission to discover Pluto up close. It took 10 years to cover six billion kilometers and to reach Pluto to finally start measuring. However, there was a slight problem with the software: the satellite shut itself down. Very unfortunate for something
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  • How does personality affect your projects?

    How does personality affect your projects?

    Taking time out to observe It’s strange how we change as get older, for example history used to be my least favourite subject but now, all of a sudden, I can’t stop watching history documentaries. What’s happening to me? As I get more mature (I used to get older now I have decided to mature
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  • Stuck in an ITSM Timewarp

    Stuck in an ITSM Timewarp

    Everything changes, but it all stays the same I have been working in IT Service Management (ITSM) since 2000 – I managed to join the IT profession just after the millennium panic was over, so missed all the fun! I had what could be considered a ‘baptism of fire’ type entry to the industry, being
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  • Spark Ventures – A Journey to Digital Service Management

    Spark Ventures – A Journey to Digital Service Management

    Exceeding expectations Here at Spark Ventures (in New Zealand) we have taken the “less is more” approach to IT Service Management, where we are utilising only the essential parts of a process to deliver maximum customer agility, and ultimately exceeding their expectations. Our customers, or “partners” as we like to call them in Spark Ventures, are those Ventures that were created from concept through
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  • itSMF Norway – Conference Programme is out!

    itSMF Norway – Conference Programme is out!

    Spoiled for Choice Having three key events in the IT Service Management global calendar happening at the same time is making life difficult for many of us who would like to be in more than one place at the same time. The itSMF Norway team is certainly not making life any easier! The caliber of
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