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Rob England: What is a Service Catalogue?

"The menu analogies we see all the time when talking about service catalogue are misleading. " We are looking at railways (railroads) as a useful case study for talking about service management. What is the service catalogue of a railway? If you said the timetable then I beg to differ.  If you said one-trip, return and monthly tickets I don’t agree either. The menu analogies we see all... 

How to Provide Support for VIPs

One of the outcomes of IT Service Management is the regulation, consistency and predictability in the delivery of services. I remember working in IT before Service Management was adopted by our organisation and realising that we would over-service some customers and under-service others. Not intentionally but we didn’t have a way of regulating our work and making our output predicatable. Our... 

Product Group Tests

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