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  • The four-part harmony that made the ITSM Global Podcast sing in New Orleans

    The four-part harmony that made the ITSM Global Podcast sing in New Orleans

    A tireless team, great hosts, smart guests and supportive vendor sponsors How many ITSM and technology professionals does it take to screw in the light bulb? If the light bulb is the ITSM Global Podcast and the term “professional” is used loosely, then, in New Orleans, it took 4 GoTo Marketers, 2 amazing hosts, 29
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  • Tear up your IT support SLAs

    Tear up your IT support SLAs

    Your Customers don’t care Best practices are hard to give up. Once a practice earns the ‘best’ prefix, we adopt them unthinkingly, as an act of faith. The latest best practice being demoted from ‘best’ to ‘worst’ is the dreaded annual performance review. Organizations like Accenture and GE are leading the charge and replacing annual
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  • No Tricks, Just ITSM Treats

    No Tricks, Just ITSM Treats

    I think the ITSM “Voodoo Queen” used her power for good this year! As a result, we are all very excited to be recording FUSION 15 podcast episodes next week in her hometown, New Orleans. We have some amazing guests lined up and, as always, I am sure we will have a few surprises. This
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  • Getting drunk on ITSM processes

    Getting drunk on ITSM processes

    Are the ITSM processes in your business making people tipsy, making them wander aimlessly through activities but not really aware of where they are going or what they are trying to do? Or perhaps giving people the feeling they are experiencing a particularly bad hangover? You may even find that some of your processes are
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  • Power eats COBIT ® for lunch

    Power eats COBIT ® for lunch

    Governance of IT from a behavioural perspective Christian Feldbech Nissen (CFN People, Denmark) and I had the pleasure of being part of an itSMF Sweden workshop in September 2015, in which we explored the elusive term ‘governance’. We came to the conclusion that while formal structures and processes are valuable resources that can be used
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  • How to win at work even with a ‘Horrible Boss’

    How to win at work even with a ‘Horrible Boss’

    Horrible Bosses! Bad Managers and less than supportive colleagues. Most of us have, at some time, had to endure them and the way they make us feel about work. Being stuck with a bad boss isn’t great for moral or productivity. In the 2011 and 2014 films on the subject, (Horrible Bosses 1 and 2)
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  • Service Management and fitted kitchens

    Service Management and fitted kitchens

    But you’ve done this before haven’t you? Everyone who’s worked as an ITSM consultant – external or internal – is familiar with the ‘just do ITSM for me’ line. The customer has decided to ‘do’ ITIL (or COBIT or ISO2000, choose your framework). They expect to take processes drafted elsewhere and apply these to their
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  • Common IT Pitfalls in the Age of ITSM

    Common IT Pitfalls in the Age of ITSM

    Spoiler alert: You may get more value out of ITSM after reading! Much is written about the business value of ITSM and the failure of many organizations to achieve the full results available. In truth, many ITSM implementation failures start at the beginning of an initiative, when the people implementing ITSM don’t design processes in
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