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Barclay
BarclayJanuary 14, 2012
ITSM Implementation

SLM – The heartbeat of ITSM

SLM - The heartbeat of ITSM This was my recent presentation topic at the itSMF UK event on Service Level Management held on 7th December. For me its a huge topic…
Barclay
BarclayDecember 15, 2011
Uncategorized

Mary Poppins vs the ITIL machine…

It's a year since I returned to the direct consulting world after leaving Axios Systems, where I was head of global services. I've been a 'consultant' mostly since 1994 and the striking thing…
lawrence
lawrenceSeptember 20, 2011
Uncategorized

ITIL 2011 – what do you think? Tell us on ITSMTV

The ITSM TV September special feature will be on ITIL2011. This will be a factual and practical review, including opinions, questions and analysis from across the industry. The aim will be to…
lawrence
lawrenceAugust 11, 2011
Uncategorized

Real people, real projects, real service

I've recently been fully occupied with a variety of new things (and this will continue for some time), from mentoring to a big Service Catalogue project and ITSMTV and podcasts. I've…
lawrence
lawrenceAugust 7, 2011
Uncategorized

Walk the walk with your customers

TNT won the main award at the SDI Conference in June – i.e. for Large Service Desks. A major component that led to this award was the fact that TNT…
lawrence
lawrenceJuly 21, 2011
Tip of the Month

Should you centralise?

This month's tip comes from a question sent in to me:  "We have a number of corporate support areas and ‘helpdesks’. Would it make sense to try and centralise these…
lawrence
lawrenceJune 29, 2011
ITSM Implementation

ITSM on One Page…!?

What are the basics? Recent client and industry research work has given me a lot of good new exposure to some of the emerging areas of ITSM, notably Social Media,…
Barclay
BarclayApril 5, 2011
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