Monday, January 21, 2013

Pragmatic BYOD - 6 Considerations to Enable Employee-Owned Devices

›
This blog is about, if nothing else, pragmatism. How do we take the conventional wisdom and best practices of the world outside my company, ...
Friday, January 18, 2013

Social Media in the Enterprise? That'll Never Happen!

›
I just had an interesting exchange during an identity management planning discussion. We were reviewing fields included in a new HR system f...
3 comments:
Friday, January 11, 2013

Rethinking the Role of Incidents in Service Management

›
I once had my accounts at a bank where customer service was very good at resolving errors in my account. However, I ended up needing to ...
3 comments:
Sunday, December 2, 2012

Service Management Goals and Service Level Agreements

›
(Much of this article is also posted as part of a co-authored piece on ServiceManagers.org ) What is the relationship between Service Lev...
1 comment:
Sunday, November 11, 2012

Is ITIL the Enemy?

›
Is ITIL the enemy? At the end of ServiceNow's Knowledge12 conference in May, a presenter noted that the term "ITIL" had barely...
4 comments:
Monday, November 5, 2012

Lies, Damned Lies, and Statistics: 7 Ways to Improve Reception of Your Data

›
* Now with a bonus 8th suggestion! Thanks to Stephen Alexander . "There are three kinds of lies: lies, damned lies and statistics ....
5 comments:
Thursday, June 7, 2012

Social is changing the game, in more ways than you think

›
  Allow me to move off ITSM a bit. Trust me, I'll get back to it. I am not a social media expert, and I'm skeptical of many self-des...