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The Kitchen Nightmare Approach to Continual Service Improvement

Gordon Ramsey Following on from my trip to itSMF Norway last week, I wanted to share with ITSM Review readers my thoughts on Rae Ann Bruno’s presentation along with some of the key pieces of advice that she presented. Believe it or not this presentation focused on the well-known chef, Gordon Ramsey. “What on earth can Gordon Ramsey teach us about ITSM?” I hear you all cry! Well as it turns... 

Navy 311: Reinventing service and support

Following on from my trip to itSMF Norway last week, I wanted to share with ITSM Review readers my thoughts on Susan Reisinger’s presentation along with some of the key pieces of advice that she presented. This was an interesting session, not least because it focused on such a huge organization (the US Navy) that operates globally. I would perhaps say that the session focused a little too much on... 

The Beauty & Simplicity Of Common Sense Business Relationship Management

Following on from my trip to itSMF Norway last week, I wanted to share with ITSM Review readers my thoughts on Andrea Kis’ presentation on “The Beauty & Simplicity Of Common Sense Business Relationship Management”, along with some of the key pieces of advice that she presented. This was a great presentation because it didn’t matter what part of IT you worked in, or even if you... 

What I learned about IT and DevOps from Gene Kim

Gene Kim presents at itSMF Norway Following on from my trip to itSMF Norway last week, I wanted to share with ITSM Review readers my thoughts on Gene Kim’s presentation “The Phoenix Project: Lessons Learned in Helping Our Businesses Win”, along with some of the key pieces of advice that he presented. Gene kicked off the first full day of the conference with his keynote presentation about... 

The itSMF Norway conference – it’s the one that I want!

itSMF Norway Conference Last week I had a last minute opportunity to attend the itSMF Norway conference in Oslo, and I have to say the stress of booking a flight, packing a bag and leaving my house within the space of an hour was completely 100% worth it. This was easily one of the best ITSM events that I’ve ever attended, both in terms of quality of content and overall experience, and one that I... 

Trust me: The DevOps Movement fits perfectly with ITSM

Gene Kim This article has been contributed by Gene Kim, Author of the book “The Phoenix Project: A Novel About IT, DevOps, and Helping Your Business Win”. In my thirteen year journey of studying high performing IT organizations, I’ve started to see a new and unsettling trend.  Whenever I mention ITIL and IT Service Management in presentations and briefings, people in the audience snicker.... 

itSMF Estonia Conference Round-up

Beautiful Estonia On Wednesday 11th December, in a very cold and snowy Tallinn, President of itSMF Estonia, Kaimar Karu kicked off the annual itSMF Estonia conference by introducing all of the speakers and encouraging delegates to ask questions of them throughout the day. Kaimar had managed once again to raise attendance of the conference (by 10%), with representation from 10 different countries, and... 

itSMF Estonia Preview: Standardizing the delivery of public services

Janek Razov Ahead of his presentation at itSMF Estonia, we caught up with Janek Rozov, Head of Information Society Services Development Department at the Ministry of Economic Affairs and Communications. The Ministry of Economic Affairs and Communications in Estonia has taken the lead in standardizing the delivery of public services. Can you please explain why this initiative has been undertaken and... 

ITSM Big 4 – the practitioner view

What would your four key topics be? For 2014 itSMF UK has decided to focus on four key topics that will drive its agenda for the next 12 months.  These topics will be the basis for all of its content, events, SIGs, Regionals, and Masterclasses throughout next year. The aim is to create a sense of coherence and continuity across all of its activities and give its members (and the wider ITSM community... 

An Interview with Peter Hepworth, CEO at AXELOS

In the run up to the official go live of the joint venture between the Cabinet Office and Capita in January 2014, AXELOS CEO Peter Hepworth and team have been busy attending conferences and workshops gaining community feedback to help shape and guide the future of ITIL. Ahead of itSMF Estonia on the 11th December I chatted to Peter about what AXELOS have planned for 2014 and how you can get involved. Peter...