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Live from LEADit, Conference Review

Meeting April Allen (@knowledgebird) at LEADit – the itSMFA conference DAY ONE I’m at the itSMF Australia LEADit conference in Melbourne. It started with a buzz of excitement with a healthy turnout of 674 expected during the 3 days. The opening ceremony from itSMFA Chair Kathryn Heaton and Australian politician Gordon Rich-Phillips were very positive about the state of ITSM in Australia and... 

Change Management – Surviving Implementation

The super power of a change manager is an “invisible shield”, just like Violet from The Incredibles One of the things I’m getting asked about most this year is about getting the basics right – how to actually do change management in the real world. We all know that having good processes in place protect us all, ensures we meet regulatory guidelines and are generally just common... 

Eight Principles for Transforming Cybersecurity

Enterprises today not only have to defend their assets – they must hunt. This article was contributed by Robert Stroud, Vice President at CA Technologies. Just five short years ago, cybercrime represented just 1% of all economic crime (source: PricewaterhouseCoopers, Global State of Information Security Survey, 2011). By 2011, that number jumped to 23%, and we can continue to expect those numbers... 

Availability, Incident and Problem Management – The New Holy Trinity? (part 2)

Following on from part one, here are my next seven tips on on how to use availability, incident and problem management to maximise service effectiveness. Tip 4: If you can’t measure it, you can’t manage it Ensure that your metrics map all the way back to your process goals via KPIs and CSFs so that when you measure service performance you get clear tangible results rather than a confused set... 

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