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A Visual Guide to ITSM Maturity Assessment

How do I carry out the best possible ITSM Maturity Assessment?For years, ITSM maturity assessment and IT process assessment have rightfully been a cornerstone of process improvement projects. Given that, it’s strange that so little has been written about the strategy, tactics and techniques of assessment, especially from a non-vendor perspective.This article lifts the lid […]

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Assessment Interview Preparation

A Guide to IT Assessment Interview Preparation

How to Prepare for an IT Assessment InterviewThis post describes IT Assessment interview preparation from the perspective of the interviewer. You will learn some simple guidelines on how to prepare to conduct an interview as part of an ITSM process maturity assessment. Maturity assessment is of course much more than just a series of interviews, […]

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Business transformation failure

The myth of business transformation failure

​Recently on this site’s home page I declared that “most business transformations fail.” How convenient that is for someone like me who helps businesses transform their IT Service Management organisations. It’s a statement that strongly implies that unlike the majority of my incompetent competitors, I know something and do something that will make your business […]

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Your new job

How to Lead from Day One

You’ve just got an internal promotion, or taken a new job. You want to improve your leadership and management skills, make a big first impression and come across as an accomplished professional. PERFECT. Here’s my top advice on how to do that. Four simple steps that will make all the difference. It’s not always about […]

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workplace alienation

When humans become part of the machine: workplace alienation

​The exciting world of Information TechnologyFergal is a rangy, twelve o’clock-shadow, open-neck-shirt kind of guy, with a cheeky sparkle in his eye and a ready smile. He is the epitome of the laid-back, geeky, young(ish) IT professional. Working in a large IT department, he multi-tasks as a software developer and process ‘owner’. After a short […]

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