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...
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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...
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#^@$!*% ITIL! (How to keep ITIL from becoming a 4 letter word in your organization)
It’s a story that’s been told a thousand times in a thousand places. It starts with with a sweet seduction often driven by beautiful images and conversations...
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Brother, could you spare some CHANGE? (Managing Cultural Change)
In light of the current economic conditions, many IT Organizations are looking to IT Service Management initiatives as a way to increase organizational effectiveness,...
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Personal Heroics and Tribal Knowledge (Heroes or Villains?)
In the course of IT Evolution, many IT organizations at one time or another find themselves entrenched in a cycle where crisis seems the norm and tactical firefighting...
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