• Stuck in an ITSM Timewarp

    Stuck in an ITSM Timewarp

    Everything changes, but it all stays the same I have been working in IT Service Management (ITSM) since 2000 – I managed to join the IT profession just after the millennium panic was over, so missed all the fun! I had what could be considered a ‘baptism of fire’ type entry to the industry, being
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  • The Customer is (NOT) Always Right – The Customer Service Conundrum

    The Customer is (NOT) Always Right – The Customer Service Conundrum

    Popularized many years ago by those in the business of selling, the phrase “The customer is always right” continues to be a mantra for well-meaning businesses in myriad industries. It sounds good; after all, the premise is based on the desire to provide great customer service that will see the customer happy, to ensure they
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  • ITSM – It’s All About Balance

    ITSM – It’s All About Balance

    Think Outcomes, not Frameworks and Methodologies When I see discussions on social media like “Will <framework A> work with <methodology B>?” I have to admit that it drives me a little bonkers. The answer is always “yes it will”. What the real question should be “how can I achieve the best outcomes from the use
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  • Lie To Me

    Lie To Me

    Are your metrics and reporting telling you what you need to know, or what you want to hear? Not long ago, as I was reviewing another Excel file containing row after row of “KPIs”, the playlist I had running in the background kicked off a personal favorite, which opens with the words “Lie to me,
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  • Feral software and the application orphanage – application management

    Feral software and the application orphanage – application management

    Give it a name You know the feeling. You’ve got some kind of medical condition that you can’t pin down. And it’s worrying you. If you’re male, you’ll probably wait for a couple of months before you go to your general practitioner and get it checked. After assessing the symptoms, the GP gives your condition
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  • PII, PHI Who am I Anyway? A question of security management

    PII, PHI Who am I Anyway? A question of security management

    Site hacking is a case of ‘when’ not ‘if’ Virtually everyone in IT (or maybe the highly developed world) knows about identity theft and we’re all pretty much aware that talk is no longer about ‘if’ a site or system get hacked, but rather ‘when’ it gets hacked. In spite of this, organizations still store
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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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  • 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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