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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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Keeping Score (Part 1)

In my January blog article, I discussed the importance in developing a list (plan) as a way to track progress against goals.  Sounds so simple, yet I've encountered so many that do not keep a list.  As

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