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The cloud is now ten years old, if you view Amazon Web Services (AWS) as kicking off the cloud industry with its inaugural EC2, S3, and SQS services back in 2006. It’s...
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We all like to believe we are doing a good job. We all take pride in our achievements. But sometimes those of us who work in IT focus on the wrong things,...
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If you ask what a service desk is you might get any of these responses: IT operations or IT service management (ITSM) team: “The team we give the responsibility of dealing with...
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Today’s tech-savvy customers are taking their consumer-world IT issues into their own hands, with customers now looking online for answers in preference to calling or emailing the supplier to help them to...
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So Pink16 is done and dusted, and it’s already time for the second of the year’s IT service management (ITSM) industry’s “grand slam” events – HDI. Alas, I’ll be missing out on...
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As Joe the IT Guy said in his recent HDI blog on selecting a new IT service management (ITSM) tool – “Selecting any new technology is a serious matter.” In particular, there’s...
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As an IT service management (ITSM) consultant, customers sometimes start by asking me to carry out a maturity assessment. They usually tell me that they want to know how they compare to...
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Working in IT can be difficult at the best of times, with operational and organizational change often a particularly difficult “nut to crack.” We can, of course, use proven methodologies and techniques,...
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Recently I presented a webinar on getting started with service catalog. It's a topic that comes up often because getting started can be harder than it looks – especially without the support...
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Working on an IT service desk can be a thankless task at times. There’s a reason why it’s generally accepted that there is often a finite shelf life for people in the...
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As always, the annual Pink Elephant IT service management (ITSM) conference (and Las Vegas itself) was a blast. Some of what happened in Vegas of course has to stay in Vegas, but...
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Great IT services create value for customers, with a focus on customer experience and customer satisfaction. Organizations that deliver IT services must manage a balance of people, processes, and technology. When it...
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  In part 1 of this blog, I focused on what to look, and ask, for when assessing a change. Here, in part 2, I go further, and beyond the impact assessment,...
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One of the things that worries me most about where the IT industry is headed is how we sometimes get so caught up in “the new stuff” that we forget to make...
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