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Safety Culture Critical to IT Success

Safety Culture Critical to IT Success

Organizations are increasingly under pressure to deliver increased performance under rapidly-changing conditions. News of a false step can travel far and wide in seconds and have significant impact to internal confidence, customer trust, and even the organization’s brand reputation.

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About ITIL

About ITIL

While ITIL has been around for approximately 30 years, there is still much to learn about the best practices for Service Management.  In this article, we answer many of the common questions that people ask, starting off with the basics of ITIL and progressing to more...

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ITSM Process: What is the Problem?

ITSM Process: What is the Problem?

I have led and participated in many ITSM process improvements, and tool implementations. During these requirement gathering sessions, the team presents solutions. While they seem to address the concern, they'd disappoint if implemented without the definition of a key...

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Change Manager Challenges

Change Manager Challenges

Within Service Management, the role of Change Manager is unique to their peers.  They regularly face challenges different from those of a Problem Manager or Incident Manager.  Below are four challenges that Change Managers regularly face. Change Manager: “It takes me...

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The ITIL Maturity Assessment

The ITIL Maturity Assessment

ITIL Maturity Model and Assessments The Maturity Model is a tool that only practitioners who have gone through the appropriate training may leverage. Experience in ITIL adoption is also required.     Is this an Audit? “So how do you prepare for the ITIL audit?” ...

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