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Building a CSI culture

Melbourne Skyline (Wikipedia): the 17th National LEADit Conference to be held Wednesday 13 to Friday 15 August 2014. I’ll be delivering a presentation on Continual Service Improvement (CSI) at the LeadIT conference run by itSMF Australia in August. I wanted to talk about CSI because I think it’s one of the biggest opportunities we have to create value for our customers, and most organizations I... 

Transforming the IT service experience

Left to right: Lori Krikorian, Dana Swanstrom, and Sally Shane accepted the Project of the Year award in Las Vegas in February. EMC Corporation’s IT organization (EMC IT) has been on a multiyear transformational journey, transitioning to a virtual and private cloud infrastructure and modifying its operating model to be one of a competitive service provider. They have also been working to unlock the... 

Building the business case for configuration management

Carlos Casanova This article has been contributed by Carlos Casanova from K2 Solutions Group.  At last year’s itSMF USA conference in Nashville I had the pleasure of meeting Dagfinn Krog from itSMF Norway. We had a great conversation regarding configuration management and The Phoenix Project by Gene Kim, and during the conversation, there were some references to attending the conference in Norway,... 

Knowledge Management Is More Than Just Buying A Tool

“Knowledge, like bananas, has a finite shelf life” Knowledge Management is a hot IT service management (ITSM) topic again. Spurred on by the interest in social-enablement and self-help/service, many organizations are looking at how best to manage knowledge or, more specifically, how to make pertinent information available to people as and when they need it. “Failing to plan is planning... 

Taking a look at OBASHI in action

In this second article we’re going to look at how OBASHI fits in with other IT frameworks, standards and methodologies. If you missed part 1, read it here. The modern business is a complex organisation. People, technology and processes work together to generate revenue and deliver business outcomes. Many businesses do not have a full picture of how all their component parts fit together. This creates... 

IT Knowledge Management – Spreading the Word!

Anyone with experience in IT support knows the importance of knowledge in reducing resolution time. Anyone with math skills can extrapolate business value from rapid resolution. Despite its obvious benefits, Knowledge Management (KM) remains a frustration for a vast majority of enterprises. Why? Because organizations continue to approach KM as a monolithic publication effort with ancillary inputs from... 

What exactly is “OBASHI”?

OBASHI has nothing to do with President Obama! A year ago, asking the question “what is OBASHI®?” might have got you some interesting answers.  A sneeze, a martial art, and rather brilliantly ‘OBAMA bashing’ are all suggestions we’ve had. In the last 12 months, however, I’ve seen a turnaround. OBASHI is getting recognised for what it is – a simple, easy to adopt methodology that maps... 

Tough Talk – Why Crucial Conversations are the heart of ITSM adoption

I started the day with great expectations. We had a new process. We had spent a lot of time designing and tweaking. And so I went into my meeting excited to explain the new process. Alas, I was not ready for what was about to happen. Barely ten minutes into the explanation of the process, the first salvo was fired: “This is not what we do. That will not work.” The exchange over the process... 

Quick Guide to Knowledge Management Tool Selection

“Tomatoes don’t go in fruit salad” In this extended article, Barclay Rae provides an independent guide to Knowledge Management and in particular Knowledge Management tool selection. Knowledge Management can be many things – from simple useable checklists to complex context-sensitive and case-based toolsets. Some of the most effective knowledge solutions can be very basic, like lists... 

How good Change Management can still sink ships

RMS Titanic departing Southampton on 10 April 1912 The sinking of the Titanic has become synonymous with epic failure, brought on by ego and arrogance. But if you look at the immediate actions of the crew, you’ll find a fairly rapid and well orchestrated response to a (Emergency) Request for Change. The Titanic Story (in short) The lookouts were perched high in the crow’s nest scanning...