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Planning for Major Incidents
Do regular processes go out of the window during a Major Incident? Recently I’ve been working on Incident Management, and specifically on Major Incident planning. During my time in IT Operations I saw...
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How to Provide Support for VIPs
One of the outcomes of IT Service Management is the regulation, consistency and predictability in the delivery of services. I remember working in IT before Service Management was adopted by our...
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7 Benefits of Using a Known Error Database (KEDB)
KEDB - a repository that describes all of the conditions in your IT systems that might result in an incident for your customers. I was wondering – do you have a Known Error Database? And are you...
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A structured approach to problem solving
Those who have worked in IT Operations have a strong affinity with the skills of problem solving and troubleshooting. Although a huge amount of effort is taken to improve resiliency and redundancy of...
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ITSM User Personas
Persona: "the aspect of someone’s character that is presented to or perceived by others" During my time in IT Service Management I’ve read my fair share of process and policy documentation. In fact, I...
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Simple steps towards Agility and Service Management improvement
There have been many hundreds of words recently written on the subject of Agile Development and IT Operations practices. For the average ITSM practitioner, however, a life where both are interwoven...
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Applying Agile principles to Service Management
“A man who chases two rabbits catches none.” Regular readers of my blog on The ITSM Review, or over at ScrumProUK know that I enjoy exploring the gap between the worlds of IT Service Management and...
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The Avocado of Knowledge Management
Recently I’ve been talking to many servicedesk managers from different organisations to better understand the service delivery problems they solve with Knowledge Management. Knowledge Management is a...
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Scrum vs Kanban
Is this an Alligator or Crocodile? Read this article to find out (Oh… and you might learn about Kanban and Scrum too!) What are the differences between Scrum and Kanban anyway? When you’re studying two...
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Book Review: Kanban from the inside
Kanban from the inside by Mike Burrows Over the weekend I read through Mike Burrows’ new book “Kanban from the Inside” which was hot off the press, newly released this month. Mike works as UK Director...
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