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  • Behave yourself – the business-IT relationship

    Behave yourself – the business-IT relationship

    Guerrilla IT I conducted two pre-conference workshops about ‘Guerrilla IT’ at the itSMF Norway annual event in March 2015. The idea for Guerrilla IT emerged in conversations with itSMF Norway’s Sofi Fahlberg at a conference in 2014. We spoke about people feeling the need to make relatively low key and informal individual contributions to improving
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  • Idea through to Delivery –  Part two

    Idea through to Delivery – Part two

    Projects from a Service Management Perspective  In this second instalment on project management we continue to move through the stages of an IT project starting with the build phase. Read the first instalment here. Build While the build is being undertaken ensure that project management and solution architect perform solution awareness sessions with the service desk,
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  • If You Went On an ‘ITIL Journey’

    If You Went On an ‘ITIL Journey’

    You Shouldn’t be Surprised if You Got Lost…. We’ve all heard the story (or a variation of it): “In order to address growing complaints from customers our organization chartered a project to ‘implement ITIL ®’. We brought in experts to assist, we sent people to training, and over the course of x number of months
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  • Projects from a Service Management Perspective – Part 1

    Projects from a Service Management Perspective – Part 1

    Idea through to Delivery  I’ve seen too many IT projects fail and too many business driven projects pushed into production only to give IT headaches. We need to stop this. Too often organisations operate with the approach that an half-thought-through idea leads to a corridor conversation with somebody in IT to a solution being imagined
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  • Going The Extra Mile May Not Be That Far – improving customer service

    Going The Extra Mile May Not Be That Far – improving customer service

    As a frequent traveller I spend a lot of time at airports in the lounge of my airline of choice. On a recent trip I visited a lounge that I rarely visit. On entering the lounge the whole atmosphere felt different. One lounge is usually much like another and not much to tell them apart.
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  • The Small ITSM Consultant Dilemma

    The Small ITSM Consultant Dilemma

    An ITSM consultant memory of mine I was an IT director for a major bank when it was decreed by management that we would have an audit of our maturity level from some ITSM consultants, assistance with our current processes and tools, and a strategy for improvement. I had neither asked for this nor was
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  • ITIL as a requirement

    ITIL as a requirement

    Supplier Management: How do you know suppliers use ITIL? You need to write a tender or RFC document and, when you ask him if he knows any particular requirements, your boss says; ‘Make sure they’re using ITIL’. That’s great, he’s right that ITIL is important, but that simply isn’t a ‘requirement’ in the proper sense.
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  • The Things We Forget When We Change (Part two)

    The Things We Forget When We Change (Part two)

    In my previous blog we talked about the top three change management initiatives we forget to leverage for business benefit. In this second part of the series we look at two further critical areas that are often forgotten. Identity Management Identity Management refers to the management, administration and control of individual access within an organization
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