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Greg Sanker

Greg Sanker

Greg is an IT Service Management blogger, speaker, and practitioner with decades of global IT experience ranging from Fortune 10 tech giant to public sector. He lives in the Pacific Northwest (USA), where stunning natural beauty and high tech form a unique lifestyle. In his spare time, Greg hikes, bikes, and plays a bit of blues guitar. He blogs about Excellence in IT Service Management at ITSMTransition.com.
 

Call it human nature, politeness, or political correctness. Maybe it's just easier, but we humans, generally speaking, are kind when dealing with people. When the waiter asks how the meal was, we...
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Ever hear that ITSM (and ITIL) are not about the processes? If that’s true, then why are the ITIL volumes full of processes? Incident management, change management, release, and so on. Twenty-six...
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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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You’ve no doubt heard the saying "if you can't measure it, you can't manage it." Therefore, naturally, we try to measure things so we can effectively manage them. Makes sense, as far...
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Everyone knows that incident management is designed to manage the overall life of an incident. Start to finish. Cradle to grave. But what does that really mean? The standard, accepted practice is...
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You know those awkward conversations that start with “we need to talk”? Well, it’s time. We need to talk. About ‘change management’. Ever see someone endorsed for ‘change management’ on professional networking...
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The 2011 version of ITIL introduced the lesser known change evaluation process. It’s a great addition, and I haven’t seen a lot written about it. The first thing to know is not...
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. I recently attended itSMF Norway 15 Conference. What an incredible experience with some of the most dedicated people in IT service management! I had the privilege of being one of the...
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Think Nike is in the athletic shoes and apparel business? Not on your life. “Nike sells shoes but it’s not in the shoe-selling business. It’s in the business of selling emotion and...
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“Hi, just calling to say everything is working great today!” said no Service Desk caller. Ever. Like it or not, your customers have a relationship with IT. Sometimes good; sometimes bad.  They...
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