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If you haven’t convinced senior management to move the help desk to the cloud, don’t fret. The most common objection to new technology is the anticipation of imagined problems. The person who loves physical...
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Did you ever see the unfortunate TV weather lady who was interrupted by the Microsoft Windows 10 upgrade notification? It was one of those situations that’s funny but also serious at the same time....
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IT service management has traditionally been a process-driven discipline, supported by the growing use of automation. In 2017, the increased popularity of cloud services offers up even more opportunities for greater use of automation...
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If you work in an IT organization, you may be tired of being told that you should focus on creating value for customers. You already know that you should be delivering end-to-end services focused...
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There are some rumors that IT service management (ITSM) is dead. No way – I’m here to tell you that ITSM is far from dead. In fact, I think this is a great time...
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The world has been living with on-premise software for far too long now. The benefits that businesses and IT teams alike are gaining from well-managed, cloud-based services are rapidly changing the face of IT....
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When you work on a service desk, calls from angry users can be very hard work, not least because of the way we’re likely to feel about them. Being at the other end of...
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In the first part of this blog series I provided my first four tips for creating a configuration management plan. These related to getting a common understanding of the basics, setting the right scope,...
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We’ve all probably heard, and even used, the phrase “fail to plan, plan to fail” but never has this been more pertinent than when planning for a corporate IT configuration management capability – from...
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Don’t be fooled – by the cloud tech-talk of instances, databases, code, and APIs – into thinking that cloud is all about technology. Unfortunately, this kind of tech-talk can convince IT service management (ITSM)...
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One of my biggest fears as an IT manager is coming to work one day and finding out that my company network was hit by a ransomware attack. So you can imagine my reaction...
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Clouds are services, not products or technologies, so who better to manage them than an IT service manager with a “special set of skills.” Let’s call them Cloud Service Delivery Managers. The type of...
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All the IT service providers I’ve worked with assure me that they measure the services they provide. They use metrics and KPIs to do this, and have service-level agreements (SLAs)  with their customers, which...
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Many businesses, and IT organizations, become frustrated with a lack of agility and responsiveness with their change management process. Rather than being viewed as a “value enabler,” the change management process is often seen...
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IT service management (ITSM) is not just a “big company” opportunity – as both the need and the benefits are not solely dependent on the relative size of an organization’s IT estate, employee numbers,...
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The “serverless” computing paradigm emerged a couple of years ago in Amazon Web Services (AWS) as a new cloud service called Lambda – a serverless computing platform. And now, even though it’s mainstream, it...
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I have often said that, in our rapidly changing business and technical environment, continual service improvement (CSI) is the most important service management process. If you don’t keep improving what you do, then you...
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