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All Posts By

lawrence

Feb 04
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Processes don't happen by themselves

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

How do you make processes work? so that you can achieve success and consistent quality of service? 2 recent client experiences brought home a simple and classic point to me…

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Jan 16
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Lets make 2013 a year of ITSMGoodness…

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

So, another year and  the ITSM industry is alive with debate and discussion, opportunity, challenge and as ever some uncertainty. I’m not one for making resolutions or big predictions (both usually fail in mid January..!),…

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Dec 07
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Service Catalog is Simple…or Should Be

By lawrence Consulting, Service Catalog, SLM, Uncategorized

I presented a webinar on Service Catalog and SLM for BrightTALK webinar – available here. The slides on their own are available here. This presentation was aimed to try and…

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Nov 14
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SLAs – A Case of Baby vs. Bathwater

By lawrence Uncategorized

At last week’s itSMF UK conference #ITSM12, there was a lot of discussion about the value of SLAs – this continued on Twitter and Back2ITSM afterwards…. Certainly there was a…

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Oct 08
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Service Catalog – real life secrets of success

By lawrence Consulting, ITSM Implementation, Service Catalog, Uncategorized

 Last week I visited a client for a follow –up review. I’ve helped them to develop and implement SLM and a service catalog over the last 8 months or so….

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Sep 26
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2 Speed ITSM

By lawrence Industry Comment, ITIL, Service Catalog

  I recently met with Rodrigo Flores (creator of Service Catalog Community and Blog) for a drink when he was in London. Rodrigo set up newScale and drove the market with Service Catalog…

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Sep 04
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Problem Management Success – Start Using Causal Closing Codes

By lawrence ITSM Implementation, Tip of the Month, Troubleshooting, Uncategorized

Many organisations struggle to make Problem Management work effectively. For me there are a number of reasons for this – many to do with getting the right people to do…

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Aug 31
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Building a Brilliant (and Future-Proof) Service Desk

By lawrence Uncategorized

This webinar I gave earlier this month has since found its way into BrightTALK’s #TopAugustWebinar. Looks like the topic struck a chord… The session asks questions such as: What makes…

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Aug 28
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GARTNER ITSSM Magic Quadrant – Delivery is the Key

By lawrence Consulting, Industry Comment, ITSM Implementation, Uncategorized

We’ve seen the recent (re-launch) of the Gartner ‘Magic Quadrant’, after a 3 year absence and now renamed ITSSM to incorporate a wider span of ITSM and support concepts. This has…

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Jun 29
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Tips for ITSM Goodness

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

I presented a big list of little tips at the recent OVUM conference on ITSM in London: Here’s the slides  OVUM presentation 20 tips   Plus Some additional short tips If…

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Recent Posts

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What’s Trending

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Recently Written

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