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A five step framework for business oriented metrics

A practical look at why some metrics programs fail while others are successful, along with some tips you can use to kick your metrics up a notch. Introduction I was math-challenged as a child and hatred of anything having to do with numbers followed me into adulthood. This hatred remained with me until I became a manager and needed to begin proving the work my team was doing or understanding where... 

Book Review: Kanban from the inside

Kanban from the inside by Mike Burrows Over the weekend I read through Mike Burrows’ new book “Kanban from the Inside” which was hot off the press, newly released this month. Mike works as UK Director of DJAA – David J Anderson & Associates, relevant because David is considered to be the father of Kanban as it’s applied to knowledge work and IT. I’ve followed David’s writing and... 

Scrum vs Kanban

Is this an Alligator or Crocodile? Read this article to find out (Oh… and you might learn about Kanban and Scrum too!) What are the differences between Scrum and Kanban anyway? When you’re studying two similar animals from different species – I don’t know, lets use crocodiles and alligators – it’s easier to spot the similarities than the differences. I’ll give you one now... 

Quick guide to SIAM

This article has been contributed by Jan Vromant, Product Manager at Fruition Partners. Many silo-based IT departments and service providers fail to deliver on their promises of cost savings, service improvements, and innovation. In addition, the finger-pointing among multiple internal and external suppliers and often inflexible contractual constraints render it difficult to address market challenges... 

The Avocado of Knowledge Management

Recently I’ve been talking to many servicedesk managers from different organisations to better understand the service delivery problems they solve with Knowledge Management. Knowledge Management is a funny old thing – it certainly has a high level of awareness amongst servicedesk managers but isn’t considered as fundamental as Self-Service, Incident, Problem, Change or Config. Most of the... 

Live from LEADit: REA smashing IT department stereotypes

I’m at ‘LeadIT‘, itSMF Australia’s annual conference. In this article I share how REA have transformed the image of their IT department. Nigel Dalton keynoted at LeadIT and Damian Fasciani led a breakout session. How REA transformed IT There’s a certain stereotype that comes to mind when we talk about enterprise IT support teams; it’s a bunch of dudes, (usually), sitting... 

Back to basics: Why your change fell at the first hurdle

“If you don’t give us this information, we’ll make bad decisions which ultimately expose the business to unnecessary risk due to operational instability or sacrifice our responsiveness to changing business demands.” Hands up if, as a change manager, you’ve seen some truly horrendous change requests? Changes so mangled and broken that their only conceivable purpose could be to serve... 

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,...