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The ITSM Paradox

Paradox [par-uh-doks] noun A statement or proposition that seems self-contradictory or absurd but in reality expresses a possible truth.[1] Example: The paradox of many IT Service Management (ITSM) implementations is they actually do not manage IT services. Many organizations

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The Seven Deadly Sins of Service Level Management

I had a conversation about SLAs again this week. Suffice it to say that I came away with the feeling that there is so much misunderstanding about the purpose and rationale of a SLA. What is an SLA? An SLA,

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Five Things I like about ITIL Practitioner (and one thing I didn’t)

After a few years in the ITSM profession, I recently earned my ITIL®[1] Practitioner certification. If you’ve not heard of ITIL Practitioner, it’s the new addition to the ITIL certification scheme from AXELOS, the joint venture of the British Government

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Can IT lead SM?

In my blog article, “Is it time to drop the ‘IT’ from ‘ITSM’?”, I discussed the challenges of expanding IT Service Management concepts and principles to other service providers within an organization.   Personally, I think that extending ITSM

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Is it time to drop the ‘IT’ from “ITSM”?

The telephone rings at Fred's desk in the support center. Sue is calling to make a service request. After capturing the specifics of Sue’s request within the ticketing system, Fred ensures that she is authorized to make the request. Following the

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Is it because you’ve really not implemented ITIL?

“Slow.” “Bureaucratic.” “Out-of-date.” Just a few of the words I’ve recently heard or read used to describe ITIL®.[1] Could it be because no one has really implemented ITIL? So before the world reminds me that we

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If IT only acts like a utility…

What is a “utility”? According to dictionary.com, a utility is “something useful; a useful thing; or the capacity of a commodity or a service to satisfy some human want”. Often I hear IT organizations refer to what they do

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The part of the ITSM Implementation Organizations seem to Skip

I often see a pattern with ITSM implementations. Perhaps you’ve seen the same pattern. What I’ve seen is that organizations frequently focus on and invest in three of the four “P’s” – Process, Partners, and Products – of the ITSM

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Are you buying the bike or the result?

What are some common uses for an exercise bike? Use the handlebars to hang clothes upon Use to collect dust Use as an uncomfortable seat while watching TV or reading a book Use to maintain or improve muscle tone and

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Heading to Fusion 15!

This is a date that I circle on my calendar every year – the date of the annual Fusion IT Service Management conference, being held this year in New Orleans from November 1 – 4.   I’ve been attending the

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