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Keeping Up in an On-Demand World

Fostering good relations with business counterparts is a good place to start It’s a fact that business user expectations of IT continue to grow in today’s tech-heavy consumer culture. In a world where we can get access to new capabilities and services quickly in our personal lives, it’s no wonder that business leaders are seeking the same continuous delivery of new capabilities in their work... 

ITSM Evolution – Practical Steps to Stay Current

Using ITSM solutions can be like rummaging through a garage full of old tools that you rarely use in order to find one or two tools that you do ITSM Evolution – Practical Steps to Stay Current is a guest post contributed by Dirk Anderson, Head of Product at RedPixie   With the growth in BYOD and the consumerisation of devices, more and more enterprises are adapting the way that they use... 

Change Management: Responding to a Crisis

Keep Calm… One of the things that isn’t covered as much as it should be is how to respond to a crisis directly linked to Change activity. This is one of those things where despite your Change process, despite your sparkly toolset and fab policies & work instructions, something has gone pear-shaped on a massive scale and you’re staring down the barrel of a Change Management related crisis. Here... 

Project success with Organizational Change Management (OCR)

Prepare for three camps in your communications This article has been contributed by Mike DePolis, ITSM Practice Lead at Fruition Partners.  Organizations that are undertaking an ITSM initiative all too often leave out the centerpiece of success, or merely give lip service to it. Whether your organization is undertaking improvement of a single process, an entire transformational change, or even an... 

Too much Shadow IT? Sunlight is the best disinfectant

“Sunlight is the best disinfectant” U.S. Supreme Court Justice Louis Brandeis. Could issues with Shadow IT be addressed by openness and communications? A lot of people confuse the term Shadow IT for something more sinister, something straight out of a Tom Clancy cyber-espionage thriller. If it were so, it’d be so much more cooler, of course, but on the contrary, Shadow IT is something far... 

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...