• IT4IT™ and BiSL® Next – guidance for the digital enterprise

    IT4IT™ and BiSL® Next – guidance for the digital enterprise

    As the ambassador-at-large for the ASL BiSL Foundation, a non-profit, professional membership organization, I’m tasked with building bridges between IT-related communities in order to explore where our ASL® and BiSL® frameworks add value. As such, I participate in The Open Group’s IT4IT Forum and have contributed to several IT4ITTM publications. I’m enthusiastic about what IT4IT
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  • 3 Pillars for Awesome Customer Service

    3 Pillars for Awesome Customer Service

    Our connected world has changed the game Providing an awesome customer service has become more difficult to accomplish nowadays because the game has completely changed. It is no longer an option to respond to your customers’ questions or complaints after 24 or more hours because they expect instant responses. You need to be available 24/7
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  • Business – IT Relationships

    Business – IT Relationships

    Behave Yourself…Or Else! When I contributed to GamingWorks’ book ‘ABC of ICT’ in 2007, little did I imagine that, ten years later, I’d be writing about the series of business-IT behaviour workshops that I have conducted across more than ten countries, and how my participants’ opinions relate to the top ten issues according to the
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  • What does IT Value Look Like?

    What does IT Value Look Like?

    If we don’t know, then how can we deliver it? Question: Why do we struggle so much in understanding and demonstrating VALUE with IT?  Notice I did not say WITHIN IT. This is not simply an IT issue. It crosses the CHASM that is held in place by both Business & IT.  In this article
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  • “Agile IT” doesn’t mean “Wild Wild West”

    “Agile IT” doesn’t mean “Wild Wild West”

    “IT can’t be nimble and responsive if it has to be consistent, repeatable, and reliable.” Have you heard that?  Have you thought that? The fact is that being consistent, repeatable, and reliable are the keys to IT being nimble and responsive. However, the problem with many IT organizations is they’ve essentially become (or are perceived
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  • Five Reasons to Invest In a Knowledge Base

    Five Reasons to Invest In a Knowledge Base

    It’s very common to find operations where the use of a knowledge base doesn’t exist. For example, in Brazil alone, as a point of reference, about 85 percent of the companies that hire a service management tool do not use a knowledge base or use it in a very poor way. In fact, day-to-day work makes
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  • Theory of Constraints and Practices of DevOps

    Theory of Constraints and Practices of DevOps

    DevOps is grounded in the Theory of Constraints that focuses on identifying and improving the weakest link in an organization’s value chain. Yet DevOps only improves part of the IT value chain. What about the functional requirements, value realization by the users, and the relationship with IT’s business partners? What is your biggest bottleneck? Is
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  • IT-Business Value chains revisited

    IT-Business Value chains revisited

    IT-Business Value Chain Have you ever felt frustrated that business people don’t understand the value of your work in IT? I certainly have and this was the reason why I spent some time thinking about how to translate the value of IT services to a business context. I wrote a blog on the topic in
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