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8 Things to Know Before Starting your ITSM Implementation

Starting an ITSM implementation is exciting, challenging, while at the same time terrifying.  There always seems to be a lot of angst, anticipation, fear, perception and misperception associated with an ITSM initiative.    It is not a task to

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Why you (yes, you) should define Processes

I often encounter a misperception associated with ITSM implementations – ITSM is “too hard to do”.  Well, I would agree—IF you’re trying to implement “everything” at once!  The most successful implementations recognize that ITSM takes a little time,

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We don’t need another hero

Do you like movies featuring superheroes?  You know the ones – the superhero has some superlative ability, like superhuman strength, or telepathic ability, or super speed, or heat vision, or shape-shifting.   The plots of these movies are generally

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ITSM is like a jigsaw puzzle

At some time or another, most of us have sat down and put together a jigsaw puzzle. Regardless if there are only a handful or hundreds of pieces, there are some constants that apply to solving any jigsaw puzzle. All

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IT doesn’t have Customers

“Business - IT Alignment.”   “The business is IT’s customer.” When I started my personal ITSM journey, these were a couple of the early concepts to which I was introduced.  When I first heard these concepts, they made

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Don’t point that finger at me!

There are a few life-lessons I’ve learned that I can happily attribute to my mother.  I’m sure many of you have some life-lessons and words of wisdom that you can chalk up to your mother as well.  Nuggets

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‘Man in the Middle’ or ‘Solution Provider’?

When I was a kid, I sometimes played a rousing game of “man in the middle”.  Are you familiar with that game?   One person stands between two other people, trying to catch a ball that is being tossed

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The Case of the Missing Business Case

I recently attended a business networking event, where by sheer luck, I met a fellow ITSM professional!    Yep-that’s right, in a sea of salespeople, financial advisors, realtors, graphic designers, and other professionals, I met someone that knew what IT

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Yes, you *can* just turn on your new ITSM tool…

I understand.  I really do.  Your company has made a significant investment in a new ITSM tool.  Your company needed a new ITSM tool, and it’s just been sitting in the box on your bookshelf, waiting for

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Eating an Elephant: Service Catalog vs. Service Portfolio

During my recent BrightTalk webinar, “Five PDG (Pretty Darn Good) Reasons to Define a Service Catalog”, I was asked for my thoughts regarding starting the Service Catalog when the Service Portfolio was not in-place or defined. The Service Portfolio is

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