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Dropping the “IT” from ITSM
We’ve been saying it for years, “it’s time to drop the IT from ITSM” but it’s even more appropriate today than it was when I heard it ten years ago. I was recently asked to write an article on Enterprise Service Management (ESM) and while I was getting it started did some poking around on
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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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Days of Future Missed – Being different in the world of ITSM
It’s been a few years since I had any ITSM business cards, after technology (and other) problems when I last tried to get them. I discovered that – in our brave new digital world – business cards can be useful but are not essential. One of the reasons I have survived without the previously essential
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Which Comes First: Process or ITSM Tools?
…or another way of saying this is: “A fool with a tool is still a fool!*” As a consultant, a large portion of my job consists of developing and documenting business requirements for ITSM tools implementations and upgrades. The result is that I have a lot of opportunity to see the way some of the
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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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Beware – Don’t Let Branding Make you Blind
This blog stems from my recent experience and insight of how two of the best reputed companies in the globe delivered an unbelievable customer service experience. As you might be well aware, Emirate airlines was named as the World`s Best airline in 2013 and the recent narration makes me wonder, if we are being misled
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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
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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