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All Posts By

lawrence

Mar 26

Have you forgotten something – the Service Desk?

By lawrence Consulting, Industry Comment, ITIL, ITSM Goodness, ITSM Implementation, Service Catalog, Service Desk, Uncategorized

I recently worked in an office where there was a large area of empty desks – there was an air of loss and abandonment in the room. All around there…

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Jan 13

ITSM in 2014 – Getting 'Hands On'

By lawrence Consulting, ITSM Goodness, Uncategorized

    It’s another new year and of course there are many reviews and predictions for our IT and ITSM industries. See these recent ServiceDesk360 and Cherwell blogs of mine……

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Oct 25

'Revolution'? – Congress!

By lawrence Industry Comment, ITIL, ITSM Goodness, Uncategorized

This week I attended the Fusion (joint HDI/itSMF) conference in Nashville Tennessee. I delivered a workshop, which got some very nice feedback. It’s also great to meet up with like-minded…

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Oct 02

Does Anyone Read or Act on Your ITSM Reports?

By lawrence ITSM Goodness, ITSM Implementation, Troubleshooting, Uncategorized

  I’ve not blogged for a while I know – I write now just getting into the conference season (en route to the itSMF Finland conference, also heading to SMFusion,…

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Jul 11

I'm going to the first AXELOS workshop

By lawrence Consulting, Industry Comment, ITIL, Uncategorized

So, the first phase is heating up – the charm offensive has generally been good and well received, although now it’s time to start doing something… I’m referring of course…

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Jun 14

Inspired, in Action, Better – SDI Conference 2013

By lawrence Uncategorized

Believe – SDI Conference 2013 Next week I’ll be at the SDI 2013 conference in Birmingham – it’s always a great mixture of learning, ideas and fun, and I’m really…

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Apr 26

A big week for ITSM – SITS13, G2G3, ITIL, CAPITA

By lawrence Industry Comment, ITIL, ITSM Goodness, ITSM Implementation, Uncategorized

So that was the week that was – what a week in the ITSM world….! Here’s some summary thoughts SITS13 – the (UK) Service Desk and IT Support show London…

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Apr 03

The real value of IT? Better get moving…!

By lawrence Industry Comment, ITIL, ITSM Implementation, Service Catalog, SLM, Uncategorized

Value value value value, business value, business outcomes, moments of truth, key metrics, IT value, commercial and operational value, business value, value….value.  In case you hadn’t noticed…?! When we in…

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Mar 11

Service Desk Triangle – can you see it from my (SDM) angle?

By lawrence Consulting, Industry Comment, ITSM Implementation, Service Desk, Tip of the Month, Uncategorized

One thing that strikes a chord with many of my clients is a simple concept that I’ve used for some time, although only recently defined more explicitly. This centres around…

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Feb 22

Knowledge into results – PINK13 update

By lawrence Uncategorized

Just back a bit breathless and jet lagged from another Pink Elephant Conference in Las Vegas.  This years’ theme was ‘knowledge translated into results’, meaning that there is a clearly…

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