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What Top Athletes and IT Managers Have in Common

For centuries, athletes have shared one common goal: to win. No matter the sport, the best athletes face strict regimens, long hours, setbacks and victories, remaining agile through it all, in order to achieve their goals. Today’s top-performing, globally competitive and increasingly technology driven businesses are no different. Nowhere is this athletic nature more apparent than in a business’... 

The Scourge of Jargon

This article has been contributed by Chris Lee – currently working with Six Degrees Group who provide integrated managed data services linking people, places and clouds.   “Going forward, and with enough synergy, we can push the envelope on this project. We know it has social currency; we know it’s on brand. Let’s ship it by COP Friday.” We all know someone who talks like this.... 

An alternative source of talent for your service desk?

Due to the advances in healthcare and longer life expectancy it is estimated that within 15 years of the date of this article almost a third of the UK workforce will be in the over 50-age bracket. Do you have an apprentice working in your IT department? Perhaps on your Service Desk learning the ropes, planning their rise through the ranks to Database Administrator or Network Engineer? I of course am... 

The Top Five Worries for IT Service Managers

What keeps you up at night? This article has been contributed by Teon Rosandic, VP EMEA at xMatters. What keeps you up at night? People love to ask business leaders this question. You can find the worries for IT service managers in the headlines of your favorite news sources every day. IT service managers have to contend with everything from routine service tickets to critical connectivity outages.... 

How to use rapid communications to meet customer service goals using SLAs

Teon Rosandic This article has been contributed by Teon Rosandic, VP EMEA at xMatters. IT leaders and engineers certainly have their hands full with ever more sophisticated internal customers who are more empowered and easily disappointed than ever.  They are placing greater demands to “get it right” and deliver immediate access to information, products and services. End users want to... 

Power to the People

How Social IT Rebalances the People Process Technology Equation A remarkable transformation is taking place in the world of information technology today. It reflects a new generation of knowledge workers utilizing social media to improve problem-solving, foster collaboration and spark innovation. However, despite the continued reference to the traditional triad of success encompassing people, process... 

Can ITSM Projects do the Kanban?

In these uncertain economic times the watch words of the moment seem to be: “Do more with (continually) less” The effects of outsourcing both to clients of service providers and within their own organisations too means that support groups need to be as efficient as they can with (quite frankly) what they have left. Could the visual scheduling tool LeanKitKanban, a web-based virtual signboard and... 

“May You Live in Interesting Times” – The Impact of Cloud Computing

Changing of the Guard Kylie Fowler is a regular columnist for The ITSM Review, see previous articles from Kylie here. It’s not often that most people get to experience a true paradigm shift, even in IT where change is endemic and part of the lifeblood of the industry. However there is no doubt that cloud computing and the commoditization of processor power and storage represent a true metamorphosis... 

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