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How do you fix a Banana?

When I first heard that question, I was taken aback. As part of my on-boarding to the HDI Faculty, I was sitting in a Service Center Analyst class, and the discussion turned toward selecting good Service Desk Agents.  One

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Five PDG (Pretty Darn Good) Reasons to Define a Service Catalog

In my previous blog article, “Top 10 Things Companies Don’t Think About When They’re Thinking About a Service Catalog”, I said that the number one thing that businesses do not think about is the answer to “Why are we defining

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Top 10 Things Companies Don’t Think About When They’re Thinking About a Service Catalog

With a little bit of thought and planning, the Service Catalog can become one of the most valuable artifacts of an ITSM implementation....but it requires some thought and planning before starting!   Here is my "Top 10" list of

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Fire-Aim-Ready!

We IT people are an interesting bunch.  On one hand, we often preach about how we want to be seen as a reliable and consistent service provider, so business can trust us to deliver predictable, repeatable results.  We

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How to have Fun in your ITSM Implementation

The formula for having fun in your ITSM implementation to me is really simple.  You need to (wait for it)…”plan”. “Plan”.  Yes, it’s a four-letter word, and it’s a good four-letter word, but the lack of planning is often

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It Always Comes Down to This

Now that I’ve been in the consulting side of ITSM for a while, I’ve noticed a pattern.  Maybe it’s always been there, but I’m now really tuned into it. The success of every ITSM implementation comes down to one thing.  People.

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