IT Change Management or Blame Management

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Far too often the first question when changes go bad is “did it go to CAB”. The question is not only the wrong one, but reveals some poor thinking behind the question.

Getting started with a basic service catalog

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Knowing you need a service catalog and getting your organization to have one are two very different things. Here’s some practical advice for getting started with a basic service catalog (even if you don’t have a full ITSM program!)

Killing CAB, Part I: Standard Changes

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Hate CAB? You’re in good company if you do. I’ve never met someone who actually likes coming to CAB. What I come across far more often is people who hate ‘CAB’, and would rather do just about anything to avoid it.

Fusion 15: Five Simple Ways to Make the Most of the Premier Conference

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Fusion 15 is the premier ITSM conference – Part HDI conference, part ITSM conference, and new this year, DevOps Fusion. So much opportunity; so little time. Without a plan it’s easy to miss out on something important!.

A Lesson Hard Learned: Hiding Behind A Service Level Agreement

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But there is no joy in Mudville- mighty Casey has struck out. Ernest Lawrance Thayer penned those infamous words to describe the shocking strikeout of the odds-on favorite of The Mudville Nine.

Five things that should be on every CAB agenda

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What are we supposed to talk about at CAB? What should be on the CAB agenda?

IT Strategic Vision: The Land of Unicorns and Rainbows

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What do unicorns and rainbows have to do with IT Strategic Vision and Service Management? It’s an interesting tale, and if you read on, I’ll make it worth your while. Trust me.

New ITIL Practitioner Qualification: Should I care?

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In case you missed it, a new ITIL® qualification was announced March 13th. It’s goal is to equip practitioners with the knowledge and skills needed to successfully “adapt and adopt” ITIL in the real world. The question is: What’s it mean to me; should I care? In Why I don’t Care ITIL Has Been Sold …