Archive of month: 2013

Blended learning – a new concept that isn’t new

Blended learning programs have been around for as long as people have been learning. The core idea of course is very simple. Instead of a “one-size-fits-all” approach to learning a new set of knowledge or skills, combine multiple approaches in a way that provides the student with flexibility that allow adaptation to support different learning […]
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Business analysts crack the code for IT/business alignment and integration

Regardless of the job boards or “skills in demand” surveys you watch, one of the fastest growing areas in IT is that of the Business Analyst. Now, it may end up taking some slightly different titles…Requirements Engineer, Service Manager, or even Business Process Modeler, but make no mistake, this is a critical job role for […]
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Filling the ITIL void

As many of you know, I’ve been intimately involved with ITIL practice for more than 10 years.  I am launching this Lessons Learned, user-consortium-driven blog to document good practices based on the ITIL and other frameworks. My hope is that this will be a great place to get facts and support for making ITIL work […]
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Blocking and tackling — establishing a culture of CSI

The more I read, and the older I get, the more focused I become on results. At the end of the day, people care about outcomes, and are less picky about the path we take to achieve them. Many of the success stories about ITIL are really success stories about the culture of CSI. You’ll […]
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PM and ITIL

I have been thinking about Carol’s and IT Skeptic’s comments about PM (and have read the thread he pointed me to, and an awful lot more) and I still think this comes down to a simpler notion. We have a yawning, enormous gap in most IT organizations between Design and Operations, in many cases cast […]
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Engagement

If you look at the descriptions of Critical Success Factors associated with ITSM adoptions, the first one on almost any list is Management Commitment. Sounds good…until you try to figure out exactly what that means… Management Commitment is more than just the willingness to train people, or buy software, or even have big Communications strategies […]
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Training vs learning?

Like many other ITIL instructors, I spend a fair amount of my time teaching certification classes. That said, keep in mind that for ITIL implementations to work, it requires the right combination of people, process, and technology. Can your teams effectively leverage your tools and processes to support a workflow that delivers sustained, aligned services? […]
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ITIL implies choices

A mistake many people make trying to use ITIL guidance is expecting it to be explicitly prescriptive (in other words, a step by step procedural how-to). That’s not what it’s intended to do. ITIL at its most useful describes a way of thinking about the work we do (from the point of view of our […]
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ITIL implementation — the big picture

I’m currently helping to support a large scale introduction of the ITIL processes (at least some of them) to a large military organization. While there is a lot of focus on the blocking and tacking around processes, supporting tools, and the like, it never seems to amaze me how every one of these adoptions are […]
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Certification training vs tools

A number of our customers are struggling with how to implement training programs to support their service management initiative. Many approach the training need from a tools point-of-view. In other words, train them on using the Change management tools, not on the process itself. While understanding how to effectively leverage and use your tools is […]
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