ITSM Pundit | Putting the Service Back into Service Management

Does Siri Dream of Eclectic Tweets? (A dream for the future of IT and Customer Support.)

As a young boy growing up in the 80′s I was blessed by having access to a plethora of creations by visionaries who wrote, directed, and created some of the most amazing pictures of the future. Those books, stories,...

It Takes an Idiot (and the rest of the Village) – The power of Community.

In the last few weeks I have been thinking a lot about communities (IRL and Virtual) and how they are formed, how they are tested, how they react under stress, the good parts, the pretty faces we all put on, and the ugly undersides that we...

Lord be willing and the creek don’t rise. (How committment makes all the difference)

Let me start this post by saying this: “I love my job.” Now I don’t say this because I want people to think something that isn’t true, or that I am trying to suck up to my boss (because I know for a fact...

There is nothing like the love between a Boy and his robot! (The Importance of Re-Humanizing Technology)

(I bet some of you were expecting a Cherry 2000 picture weren’t you?) Been an interesting and exhausting few weeks recently and I have found myself reflecting a lot and thinking on the foibles of IT. Specifically, I have been...

Step Right Up and Witness the Miracle of Service Management! (Stripping away the hype)

A strange thing has happened in our industry in the last 10 or so years since I was first introduced to and certified in the ITIL and Service Management world. Back in 2000 when I was first introduced to ITIL, it was a pretty obscure and little...

About the B-Logger

If found please return to nearest pub.

http://about.me/shane.carlson

Shane Carlson is a dynamic ITIL Certified and Six Sigma trained IT Service Management professional with more than 12 years experience leading large scale ITSM engagements. A skilled and experienced presenter and facilitator with Practical knowledge of and extensive experience with IT Service Management and IT Governance concepts and best practices, including but not limited to Service Desk, Service Support, Service Delivery, Service Request Fulfillment, Service Catalogs, Service Portfolio Management, Incident Management, Change Management, Release Management Configuration Management, and Service Level Management.

Additionally and most important Shane is a Father to 6 wonderful children (no, not a typo… 6 as in SIX) and Husband to a beautiful wife with an abundance of patience for his chosen career. When not traveling North America evangelizing the virtues of ITSM or punishing the English language with excessive comma use and run on sentences, he likes to spend time at home with his family enjoying the Eastern Sierra Nevada mountains and all the recreation opportunities they offer.