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Service catalogue – Whatever we call it, it’s valuable

In basic terms, the service catalogue in IT service management is a list and combination of information collected in a simple database that lists the services an organisation offers. Unfortunately,…
Barclay
BarclaySeptember 22, 2022
Uncategorized

Problem Management – what’s it about? How do we succeed with it?

The concept of a “problem” in service management is already well-defined. ITIL 4 states that a problem is “a cause, or potential cause, of one or more incidents”. For example:…
Barclay
BarclaySeptember 7, 2022
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The what and why of service management – and what it needs to be successful

In the first of a series examining what service management is and how it works to create organisational value, we start with the basics:   Why does an organisation need…
Barclay
BarclayAugust 31, 2022
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It’s a really busy time of year right now in the ITSM industry…

Conversations at the moment are constantly about 2 different poles across maturity – from ‘new and developing’ - experience, XLAs, ESM, and AI, to ‘core and back to basics’ –…
Barclay
BarclayJune 17, 2022
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Service management – it takes a village. Connected people, leadership and culture

Whatever processes or practices an organisation wants to implement, it will usually need to sort out issues in other connected areas, somehow. Traditionally, processes and practices have often been treated…
Barclay
BarclayMay 27, 2022
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Experience management in IT services: because you care to deliver the very best

What is experience management in IT services and why does it matter? On a basic level, service is about delivering something to a customer or user; experience is what it’s…
Barclay
BarclayMay 4, 2022
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There’s an “I” and “T” in communication; there should be communication in IT

Has it become a cliché that IT people don’t communicate well, or is it still a pertinent problem in 2022? I’d love to say it was a cliché. Compared to…
Barclay
BarclayApril 21, 2022
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Tools and frameworks – the means, not the end, in creating business value

A fixation on service management tools and best practice frameworks has led to many historic failures to meet the expectations invested in them by both organisations and individual practitioners. Regularly and…
Barclay
BarclayApril 8, 2022
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Recent Posts

  • Service catalogue – Whatever we call it, it’s valuable
  • Problem Management – what’s it about? How do we succeed with it?
  • The what and why of service management – and what it needs to be successful
  • It’s a really busy time of year right now in the ITSM industry…
  • Service management – it takes a village. Connected people, leadership and culture

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Recently Written

  • Service catalogue – Whatever we call it, it’s valuable September 22, 2022
  • Problem Management – what’s it about? How do we succeed with it? September 7, 2022
  • The what and why of service management – and what it needs to be successful August 31, 2022

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