Archives of Making IT Work

New Blog content from President of Deep Creek Center or guest contributors.

Mapping the Customer Journey: Engage p1

  Mapping the Customer Journey: Engage p1 Reaching desired business outcomes requires listening to build a comprehensive and effective relationship. Listen as Patrick von Schlag presents the foundation for building partner relationships with both clients and suppliers
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Mapping the Customer Journey: Explore

Mapping the Customer Journey: Explore  The journey opens with work on Understanding the Customer. The beginning of the relationship starts with questions around  Who is the Customer?  What work does the Customer do? and  How can we provide for the Customer’s needs? Patrick von Schlag digs into which questions to ask and what value the […]
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Mapping the Customer Journey Part 1

Mapping the Customer Journey provides a basic template for understanding how a customer feels at each stage of a service engagement. While it may look like a sales cycle from the outside, the magic of a well-executed Customer Journey lies in the insight provided by this fundamental perspective shift. In this short video Patrick von […]
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The ITIL 4 Journey – One Year In

Blog post – The ITIL 4 Journey – One Year In Axelos was nice enough to ask me to write an ITIL 4 blog post a little while ago on the Managing Professional certificate. I was happy to do it; you can read a little more about what we came up with at https://www.axelos.com/news/blogs/december-2019/itil-4-mp-transition-a-transformed-framework It’s been […]
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The Great Convergence

One of the spectacles of the past 20 or so years has been the competing approaches and frameworks for improving governance, streamlining workflows, and delivering services. Practices like LEAN, Agile, ITIL, DevOps, and even governance frameworks like CObIT all competed for attention in promising adopting organizations more efficient and more effective teams, better results, and […]
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ITIL® Capacity Management – As Easy as 1-2-3

In the ITIL guidance, Capacity Management is broken down into three related sub-processes. In this blog we will look at the three subprocesses and how they help us have better visibility into customer needs. The first of the subprocesses is Component Capacity Management. For this subprocess we could easily substitute the word Utilization, for the […]
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3 Critical Factors in Successful ITSM Adoption (and one to grow on)

Many organizations are working to adopt ITIL practices and improve the quality of services they provide to their customers. Yet many organization, especially larger ones with a broad array of potential areas of opportunity, struggle to identify the key critical success factors that make ITIL adoptions successful. We’ve had the privilege of working with hundreds […]
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Agile as a Business Transformation Practice

Agile as a Business Transformation Practice One of the deeply fundamental problems with how people wrestle with the adoption of Agile practices is that the “point” of using Agile is often lost on most of the participants. They often hear Agile and think New meetings Continuous Deployment No changes during sprints Visual Task Boards While […]
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ITIL Practitioner: Finally the ITIL Certification we actually wanted!

With the upcoming February launch of the new ITIL Practitioner certification, we finally have the answer to the most frequently asked questions about ITIL. What do I do to get started? What should I focus on first? What is the “next class” after Foundations? ITIL Foundations has enormous scope; from strategic planning to continual improvement, […]
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