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  • Context is King – Understanding KCS

    Context is King – Understanding KCS

    What knowledge is real? How do you know that what you know is real? How do you know that what you hear or read is fact?  It is only through applying and experiencing the knowledge do we ascertain its veracity and accept its viability. Knowledge is inherent in many ways and in organizations, it springs
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  • Cyber Security, Museums and Hackers

    Cyber Security, Museums and Hackers

    Oceans99 comes to itSMF Norway The party will already be underway at itSMF Norway’s “ITSM with Superheroes of the World” as I write this, but there is one more exciting happening at this event that deserves a mention. If you are interested in the complex world of cyber security, then the Oceans99 simulation game being
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  • Full Product Ownership

    Full Product Ownership

    A good concept that fails to deliver The concept of the product owner, who represents the business’ interests in Agile/Scrum software development activities, seems like such a good idea. But in practice many product owners fail to deliver. Either they don’t have the enough insight into what actually goes on in the business, or they
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  • ITSM Jones and the Search for the Silver Bullet

    ITSM Jones and the Search for the Silver Bullet

    We join our protagonist, Isaac Thomas Smyth Jones (or “ITSM Jones” as he prefers to be called), as he reflects on his search for the Silver Bullet of ITSM. He had been searching for years for this Silver Bullet of lore that would solve all of his service management issues in a matter of days,
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  • Systems tinkering versus systems thinking

    Systems tinkering versus systems thinking

    Dealing with a complicated world Looking back at the industrial revolution, the dominant ‘management paradigm’ was Scientific Management, also called Taylorism. This was pretty straightforward, focussing on control of function and ‘Taylored’ to mass production. But this ran out of steam when the world got more complicated. People realized that things depended on so many
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  • You can have your ITSM Expert cake and eat it too

    You can have your ITSM Expert cake and eat it too

    The qualification is just the beginning Becoming an ITIL expert is just the beginning of a journey; this is when you begin to learn. The academic training can be related to achieving an academic degree in many studies. After deliberate training and maybe the opportunity to apply some of your training along the way, you
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  • Repair faulty cookies or fix the equipment?

    Repair faulty cookies or fix the equipment?

    How to make the mental shift towards becoming software factory engineer Imagine that you’re running a cookie factory. Producing innumerable cookies per hour. What do you do when you discover that the cookies deviate from your quality standard? Do you repair the cookies? Of course not. You repair the machinery. Yet when it comes down
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  • Continual Individual Improvement (CII)

    Continual Individual Improvement (CII)

    In service management we talk about continual service improvement (CSI)all of the time. An ongoing cycle of improvement, alignment and realignment to the needs of our business or customer. Of course our people, one of the 4 P’s (people, process, products, and partners) are in scope of such improvement too. Regardless of the industry, people
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