LeaderBoard (970×90) Blazent – False Promises WP 3
  • Questioning Service Management

    Questioning Service Management

    An Interview with Charles Betz One of the Keynote speakers at the itSMF Norway ‘ITSM with Superheroes of the World’ conference, being held in Oslo, April 12-14 is Charles Betz. Having spoken with Charlie on many occasions and having had the pleasure of co-hosting a number of AllThingsITSM Global Podcast recordings with him, I knew
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  • The itSMF UK SIAM Special Interest Group

    The itSMF UK SIAM Special Interest Group

    Providing value to the ITSM community Globally the IT Service Management Forum has provided opportunities at conferences, branch meetings and other events for members to share their knowledge about ITSM with the wider community. One of the keys ways this knowledge is shared is through the Special Information Groups (SIGs) that many itSMF Chapters have
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  • Are You a Good Customer?

    Are You a Good Customer?

    A case for Service Provider Satisfaction Surveys By now we’ve got used to service providers sending us emails with customer satisfaction surveys. Some are short and sweet and others long and uninviting. But when you consider that service is all about co-creation of value by provider and consumer, it’s obvious that not only the service
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  • When ITSM Fails the Hero Rides to the Rescue

    When ITSM Fails the Hero Rides to the Rescue

    A double-edged sword Over the past couple of years I have done a lot of speaking at various ITSM events about the issue of the IT Superhero. I have come to understand that this knight in shining armor carries somewhat of a double-edged sword. I still think that reliance on heroes – our single points
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  • Strategic Incident Management

    Strategic Incident Management

    The intersection between operations and strategy When most people hear “incident management”, something operational comes to mind. Like restoring IT services after a glitch in a business process due to an IT outage or malfunction. Although annoying, the glitch is ‘just one of those things’ that happen from time to time. So we have a
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  • The Culture of Sharing – New World of Learning for Service Management Staff

    The Culture of Sharing – New World of Learning for Service Management Staff

    Capabilities are the organisation’s most important asset The performance of any organisation depends not solely on process models and governance structures but on capabilities. It is recognised that in an organisation, the people (and therefore their capabilities) are its most important asset. On that basis, the continued professional development of those people, including those working
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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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LeaderBoard (970×90) Blazent – False Promises WP 3