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ITSMF Conference
I just got back from ITSMF Fusion Conference in D.C. A learned quite a bit and I thought there were several very interesting sessions. Dana Olson from West Corporation had a good session on...
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Alerts, Events, and Data Collection
Over at IT Skeptic there is some question over the ITIL use of the terms “Event” and “Alert” . I thought this was fairly amusing because I’ve been having this discussion with my customers (and my team)...
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Some technical notes…
I recently wanted (needed?) to find out the delta between ‘actual’ start times and ‘requested’ or ‘scheduled’ start times of Change orders. We use CA Service Desk 12.5 where I am right now. The output...
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SERVQUAL and ITSM
I heard about using SERVQUAL as a method to do a ‘gap analysis’ as opposed to CMMI in a comment from ITSkeptic. I can’t actually find the original place I heard it, so, it is possible I ‘mis-remember’...
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Lead Users, Agile Development, and ITSM
Lead Users You know the main point of this blog is really so I don’t forget things I come across or ideas I have. I am sure, that if I didn’t right this one down, I’d forget about it and then...
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Metrics…
I’ve been doing quite a bit of work lately on metric collection and reporting. It has been interesting and, as usual with these types of projects, enlightening. I’ve learned a few new things, learned...
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Ideas how Release and Change Management work together and versioning…
How far in advance are you putting in a Change Request? Most of my personal experience with Change Management has seen that Change Requests come to the Change Advisory Board about 14 days to a few...
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ITIL for sale?
http://www.itskeptic.org/content/british-government-cabinet-office-selling-itil-and-prince2 As is Prince – the competitor (if you will) to PMI (the PMP certification). You can find the tender...
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Online Reputation, TFT, and the ever expanding world of ITSM…
The Discovery Over the last few weeks I have just been overwhelmed with just how much “stuff” is out there related to ITSM. I must live in a rather insular world. No one I know in the “physical” world...
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Project Management, Change Management and Release Management
Change Management It seems that most people view ITIL Change Management as the recording and approval of “operational” work being done in the production environment. Typically what I’ve read, heard and...
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Demand, Supply, Execution vs Plan, Build, Run
Charles Betz had several wonderful posts on the EMA blog’s but since he no longer works there EMA has seen fit to remove access to his work. Fortunately for me, one my many habits is to open up about a...
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Vendor Management – some thoughts…
Not for the first time I’m working to help establish better ‘vendor management’ Mainly my work is falling into 2 broad - keeping track of licenses and vendor relationship management. Keeping track of...
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Ideas on Categorizing Changes and Problems…
Categorization Everybody categorizes changes and problems. But what I find is that the categories are typically too narrow and don’t allow for broader understanding of what is driving your IT shop....
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Published Article
I’ve been lucky enough to have an article published over at The ITSM Review. My article is about Process Owners vs Process Managers vs Process Engineers – what they have in common and what separates...
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