Audits are never "fun". But there are ways to make an audit go pleasant. For all Read More
The ITIL 4 Dimensions. More Fluff or a Big Deal?
The four dimensions of ITIL 4 represent four perspectives or focus areas. Those Read More
Infuse ITIL with Lean FitSM for Genuine Targeted Results
Have you achieved the benefits that you anticipated when you started your Read More
ITIL 4 More People Focus
The winds have changed in “the World of ITIL®”. ITIL 4 is much more “People” Read More
New! ISO/IEC 20000-1:2018 – EDITION 3
NEXT GENERATION SERVICE MANAGEMENT SYSTEM Introduction The international Read More
Where ITIL Stops and the Future Begins: Business Relationship Management
On March 22nd, 2018, I had the pleasure to present on behalf of APMG Read More
Talent and Service Management
And that was it. You just finished the exit interview with your best process Read More
CIOs: What about People Skills?
Anyone somewhat knowledgeable in IT Service Management (ITSM) is familiar with Read More
Customer or User Satisfaction?
What are surveys actually measuring; customer or user satisfaction? Surveying Read More
Leadership: Try ISO/IEC 20000!
Too often we hear that leadership doesn’t get Service Management. They have Read More
Management System Audits are Different
Decades ago I worked for Philips Telecommunications. I remember very well when Read More
Service Management beyond ITIL
As with everything that is new and inspiring, the best practices comprised in Read More
