Friday, February 14, 2014
ITSM Cannot Live on Process Alone
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I've received great feedback on my article, " Process Improvement is not Service Improvement ". I was in the process of respon...
Saturday, February 8, 2014
Process Improvement is not Service Improvement
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What is the statute of limitations on ITSM transgressions? I hope they have long past, since I am now confessing some of my past sins. I...
15 comments:
Tuesday, December 31, 2013
The ITSM Value Proposition is Incomplete
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Business value of IT services is often defined as a simple formula. Value = Efficiency + Effectiveness ITIL puts it this way. Value = ...
1 comment:
Friday, October 4, 2013
What makes for a compelling metrics story?
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This article is cross posted at The ITSM Review . In my first article “ Do your metrics tell a story? ” I discussed the “traditional” appr...
Do your metrics tell a story?
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This article was cross posted at The ITSM Review and KPI Library Expert blogs. Do your service management metrics tell a story? No? No w...
Monday, September 2, 2013
First Contact Resolution is the last refuge of a scoundrel
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" Patriotism is the last refuge of a scoundrel " - Samuel Johnson, April 1775 This quote came to mind after reading a comment ...
Tuesday, June 11, 2013
What is IT's role in the business?
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That's a pretty big question. A recent blog post by Nate Beran (" Who are we to decide? ") and subsequent Google+ discussion ...
1 comment:
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