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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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  • Fred Luddy – The E F Hutton of ITSM

    Fred Luddy – The E F Hutton of ITSM

    E F Hutton has nothing to do with ITSM. However, he was well known for a series of commercials created in the 1970s with the message “When E F Hutton talks, people listen”  When Fred Luddy, ServiceNow founder, walked out on the stage at Knowledge15 in Las Vegas last week, you could have been forgiven
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  • The things we forget when we change (Part one)

    The things we forget when we change (Part one)

    Top 3 change management initiatives we forget to leverage for business benefit Sometimes it is easy to lose track of why we are performing a task or working toward a goal because we are so focused on completion. With this hyper-focused mindset we also often forget certain capabilities or advantages that may be available to
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  • Service ain’t over until the fat lady sings – Taking Service Forward

    Service ain’t over until the fat lady sings – Taking Service Forward

    Most of us live in a service-dominant economy, yet we still think about services in goods-dominant terms that emerged from the industrial revolution. An example of goods-dominant thinking is the strict division between demand and supply. With services, value is co-created in a complex, unpredictable and therefore emergent interaction between provider and consumer. When service
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  • Taking the “Me” Out of Customer Service

    Taking the “Me” Out of Customer Service

    I’ve always been a stickler for customer service, with somewhat of a black and white view – good (or even great) customer service versus poor customer service. And I’d probably be vocal about both. Imagine me as a Jekyll and Hyde customer – polite, courteous, and appreciative until I feel that customer service is lacking.
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  • Pitfalls to avoid when implementing Change

    Pitfalls to avoid when implementing Change

    You can’t avoid change. Whether in life or at work, it’s always happening: Change! When it directly impacts your job, or should I say, a ‘Change’ gone badly impacts your job; it reminds you that, as with anything, there are pitfalls and challenges that must be taken into account. Change management can make all the
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  • IT S&M  Pain or Pleasure – Major incident management

    IT S&M Pain or Pleasure – Major incident management

    In the final part of this three-part blog we look at the pleasure and pain involved with Major incident management Major Incident Management To my mind the three areas, outside of event management, that really improve the way that major incidents are handled, are communication, learning from the incident and being transparent. In IT, we
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