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Industry CommentITILITSM GoodnessITSM ImplementationUncategorized

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

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…
lawrence
lawrenceApril 26, 2013
Industry CommentITILITSM ImplementationService CatalogSLMUncategorized

The real value of IT? Better get moving…!

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…
lawrence
lawrenceApril 3, 2013
ConsultingIndustry CommentITSM ImplementationService DeskTip of the MonthUncategorized

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

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…
lawrence
lawrenceMarch 11, 2013
Uncategorized

Knowledge into results – PINK13 update

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…
lawrence
lawrenceFebruary 22, 2013
ConsultingIndustry CommentITILITSM ImplementationUncategorized

Processes don't happen by themselves

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…
lawrence
lawrenceFebruary 4, 2013
ConsultingIndustry CommentITILITSM ImplementationUncategorized

Lets make 2013 a year of ITSMGoodness…

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..!),…
lawrence
lawrenceJanuary 16, 2013
ConsultingService CatalogSLMUncategorized

Service Catalog is Simple…or Should Be

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…
lawrence
lawrenceDecember 7, 2012
Uncategorized

SLAs – A Case of Baby vs. Bathwater

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…
lawrence
lawrenceNovember 14, 2012
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