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Things I didn’t learn in ITIL school

While at the Pink Elephant Conference back in February, I successfully completed an ITIL intermediate class/exam and the really cool part of this is, that I’ve been able to use the knowledge gained in the course to change my company’s adoption plan and help streamline our strategy. I was discussing this sequence of events and outcomes with colleagues. Our conversation kept circling back to the... 

Customers are not your top priority

There is this myth that IT (or any service provider) should be utterly focused on customers; that a customer obsession is the secret sauce to IT success; and that unhappy customers mean we in service have failed. Railroads don’t bear this out. Railroads in the USA have fought tooth and nail with their customer base for decades.  After the Second World War, freight customers decided the railroads... 

Rob England: What is a Service Catalogue?

"The menu analogies we see all the time when talking about service catalogue are misleading. " We are looking at railways (railroads) as a useful case study for talking about service management. What is the service catalogue of a railway? If you said the timetable then I beg to differ.  If you said one-trip, return and monthly tickets I don’t agree either. The menu analogies we see all... 

SERVICE DESK 2.0 -The Service Desk is dead…long live the Service Desk!

Service Desk 2.0: More about services, products and capabilities, less about incidents and fixes. We all know the world of IT is developing at a frightening pace. Has Service Management been left in the dust? I recently corresponded with Aale Roos,  ITSM Consultant and founder at Pohjoisviitta Oy, who argues that the old perception of the Service Desk has to be replaced with a new way of thinking. Q.... 

Rob England: "What is Service Management?"

Tenuous link: One of Rob's passions outside of ITSM is trains. The ITSM Review offices are in sunny Swindon in the UK, home of Isambard Kingdom Brunel's workshops which powered the Great Western Railway. Editor’s Note: We are very pleased to welcome Rob England (a.k.a The IT Skeptic) as regular columnist at The ITSM Review. Service Management Railways provide a useful analogy for understanding... 

'Basic Service Management' by Rob England (a.k.a The IT Skeptic)

Basic Service Management by Rob England This is a quick review of Rob England’s book ‘Basic Service Management’. You can find out more about Rob’s book and the TIPU method here: www.basicsm.com. If you want to share your own review please add a comment below. In my opinion this is a well written introduction to service management. This book might have also been called: ‘Service... 

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