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ITSM Industry News Roundup – incl The CEO Who's Never Fired Anyone

No time to read all the interesting info and news floating around social media and appearing in your inbox? Read our round up of what we’ve found interesting this week. Karen’s Conversations #4 – Karen Ferris talks to Paul Wallis and Fergus Cloughley the creators of OBASHI and Claire Agutter from IT Training Zone Ltd about the difference between CMDB and OBASHI, training and data flows. Watch... 

itSMF Australia Annual Conference (LEADit)

This year’s conference will be hosted in Melbourne It is with incredible excitement that we are able to announce that we will be the Media Partner for the itSMF Australia Annual Conference (LEADit), 13-15 August 2014, at The Pullman Melbourne Albert Park Hotel in Australia. This ITSM event, which is the largest in the southern hempishere, brings together more than 500 IT professionals, with over... 

Agile CSI: continual service improvement done right

Don’t worry. I am not going to rant on about hypothetical methods or visionary statements. I will not explain why agile is important for the ITSM industry, nor will I explain why agility is crucial for business survival. After all, these are no-brainers, right? I will only use your valuable time to illustrate a practical experience on implementing continual service improvement (CSI), the agile way. In... 

Orange, green, blue, purple – what colour is ITSM?

PINK. The answer is still PINK. PINK14 seem a long time ago now, and I have to confess that I am already secretly (although I guess it’s not a secret when I publish it in an article right?) planning my trip for PINK15. There has already been a stream of blogs from people providing their thoughts on the conference: The IT Superhero – A recap of Pink 2014 – Ian Aitchison Pink14: was it worth... 

Live from PINK14 – Day 1 in review

As day one of PINK14 comes to a close I am feeling somewhat frazzled. In Vegas nothing is modest and reserved and PINK14 is no different. Held in the beautiful and ostentatious Bellagio hotel the sheer number of sessions is frankly mind boggling and trying to decide which to attend leaves you wishing cloning yourself were an option. Luckily the majority are repeated to make missing anything you really... 

Pink14 Preview: What’s the big idea?

“Sometimes you’re so busy putting out fires that you don’t have time to improve fire-fighting or fire-safety” Do you ever get a Big Idea?  You’ll be talking or reading about ITSM and the proverbial light bulb comes on.  You see a connection or an underpinning concept that you hadn’t seen before.  Sometimes it appears to be an original insight, one you haven’t heard... 

You don't need to be a Genius or a Guru to offer a Personal Service Desk

A Genius Bar for the Service Desk, could it work? You’ll surely be familiar with the ancient Chinese curse “may you live in interesting times”. Well, those working in IT these days are so beset with “interesting” challenges that they might be justified in feeling that they accidentally offended some Chinese ancestors in a previous life. One thing about working in IT – it’s... 

And the winner is…

We recently gave all you lovely people the opportunity to win a Kindle Fire in return for writing a review on Rob England’s (a.k.a ‘The IT Skeptic’) latest book “Plus! The Standard+Case Approach: See service response in a new light”, and today is the exciting day when we announce the winner! With all of the reviews in, Martin Thompson took his place at the judging table and began reading... 

Customers are not your top priority

There is this myth that IT (or any service provider) should be utterly focused on customers; that a customer obsession is the secret sauce to IT success; and that unhappy customers mean we in service have failed. Railroads don’t bear this out. Railroads in the USA have fought tooth and nail with their customer base for decades.  After the Second World War, freight customers decided the railroads... 

Competition: Review “Standard+Case” – Win a Kindle Fire

Write a review, chance to win a Kindle Fire Regular ITSM Review columnist Rob England (a.k.a. ‘The IT Skeptic’) has just published his latest contribution to the ITSM industry: “Plus! The Standard+Case Approach: See service response in a new light” Book blurb: “If your customers see your group as bureaucratic and inflexible… If your staff feel process bound… If your process doesn’t... 

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