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Working in IT, particularly on the IT help desk, can often be a “glass half empty” rather than a “glass half full” experience – with many of the day’s activities related to...
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It isn’t often I get to start an IT service management (ITSM) blog with a William Shakespeare quote, but he put it perfectly in Romeo and Juliet: “What’s in a name? A...
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The term “service desk” can give rise to a number of conversations, and sometimes arguments. For instance, should you call it a help desk, service desk, or something else? And for companies...
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IT organizations often spend huge amounts of time, money, and other resources on managing incidents, but they spend surprisingly little on problem management work that might reduce the number of incidents in...
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Come the end of a busy week, does your IT service desk ever look a little bit like the set of a western movie? The atmosphere is dry and barren. Random objects...
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ITIL® tells us that there are three components to business value: Business outcomes Customer perception Customer preferences Once this has been successfully memorized for the ITIL Foundation Certification exam, most people then...
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“Customer experience” you say. What the heck is that? If this sounds like you, don’t worry, you’ve come to the right place. You see we’re big evangelists of the customer experience and believe...
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We all know IT organizations that run into difficulties working with their suppliers. They seem to really struggle, enduring fractious relationships and contracts that don’t meet their needs. On the other hand,...
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I was thinking about incident management and categories and it came to me that really, every single day, we find ourselves being categorized and pushed into a specific pigeonhole. In fact, it...
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I recently ordered some items from a web site that I’d used before. The checkout price was $30, which I paid with a credit card and then forgot about it and got...
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Why do we IT service management (ITSM) people have trouble understanding and predicting how our customers and other colleagues in the business will behave? Really understanding the customer’s perspective requires more than...
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Configuration management is about collecting and maintaining useful information. In IT service management (ITSM), this means knowing about everything from hardware and software through to documentation and people – all of which...
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My colleague Ivor McFarlane once described the concept of intelligent disobedience to me. This term was first used in relation to guide dogs.  Service animals need to be trained to obey their...
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Capacity management was an important driver for the development of ITIL®. The original team writing the ITIL books back in the 1980s evolved from an earlier team dealing specifically with capacity management...
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