June 13, 2019 Major incidents are stressful. They’re the boogiemen of IT issues, which adversely affect business operations and outcomes. ITIL 4 defines them as: “An incident with significant business impact, requiring an immediate coordinated resolution.” And by their very nature, major incidents are challenging. To help, this blog [...]
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June 5, 2019 Workplace stress has been a topic of research for many years but the condition itself seems to be on the rise – with one study finding [...]
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May 29, 2019 One day in 2001, seventeen developers got together to talk about the barriers and complications that surrounded the development of [...]
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May 15, 2019 Working on the IT service desk is an excellent way to test the waters to see whether a career in IT is what you want. It’s an [...]
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May 8, 2019 The digital transformation of back-office operations might not seem as sexy as the other two – more commonly talked about – elements of [...]
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May 1, 2019 Please get ready to learn a lot about organizational change management (sometimes abbreviated to OCM). And quickly. The first point I [...]
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April 24, 2019 Yes, I’m still writing about the three ways of DevOps. Following on from my earlier blogs about using the DevOps first and second ways [...]
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April 17, 2019 Following on from my blog about using the DevOps first way to improve ITIL change and release practices by increasing flow, my latest [...]
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April 10, 2019 Whether your organization is planning to stay with ITIL v3 for a while or to quickly move to ITIL 4’s new view of IT service management [...]
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April 3, 2019 VeriSM – marketed as “service management for the digital age” – has been called “the new kid in town” in the world of service [...]
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March 27, 2019 So, here’s the thing. We all know that we’re supposed to be leaning into digitalization but, for many people, the real question is: How [...]
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March 21, 2019 ITIL is often called the most popular framework for IT service management (ITSM) but its last update was in 2011 which, when we [...]
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March 19, 2019 The last 12 months has seen a variety of refreshes in the IT service management (ITSM) industry: an updated COBIT, a new VeriSM book, [...]
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