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UPDATED #ITIL interactive toy http://bsm-now.com/working.php < shows ITIL benefits from social pov, comments wanted, pass it around thx!
@theitskeptic Its implicit-no hit on KEDB by definition=problem. Also at end of incident model/script and no resolution=problem
RT @huffingtonpost Customer Service Made Simple http://www.huffingtonpost.com/jodi-r-...
RT @stephenmann: ...what's the consensus on capitalisation? < Service Level Management (SLM) since its a proper noun.
How QoE drives an #ITIL implementation http://www.bsm-now.com/working... < please let me know what you think!
RT @Cadence_ITSM: *was secretly hoping @ServiceSphere would hi-jack @hankmarquis 's Social ITIL prezo in the Q&A section* < me too
RT @bcs: Bringing lean management to IT people: http://www.bcs.org/server... < Step 1 "specify what creates value from the customer’s perspective"
I don't think users mostly have what they need, they've what someone else thinks they need. "Aye, there's the rub" (Sorry Shakespeare)
@Cadence_ITSM ISO20K is 3rd party audited service management infrastructure so it should be better than vendor marketing claims!
Thought my alter-ego point of view would get more feedback... User Opinion Doesn’t Matter http://www.hankmarquis.info/Hank_Ma...
"First things first, but not necessarily in that order." - Doctor Who < Who knew Dr. Who was an ITIL expert?!
@Cadence_ITSM re:ISO20K & Cloud, so IS/IT is going to fail again, only worse this time?
RT @gspaff: ERP is hampering/destroying organizational agility! http://advice.cio.com/thomas_... I'm not surprised!! < Too much process control?
@CharlesTBetz Cool, what year? My grandfather got back to 921, found out he was French not English and stopped!!
@Cadence_ITSM @jimbofin re #ISO20K & #cloud hope that an audit of something is better than marketing is about all I can come up with...
RT @CarlosCasanova: "The Forum - itSMF USA e-Newsletter" http://www.magnetmail.net/actions... just released.
How many cloud providers are ISO-20000 certified? If I were an IT org I would require it.
"User Opinion Doesn’t Matter" http://www.hankmarquis.info/Hank_Ma... < Dr. M. wrote this, not me
@CarlosCasanova Today HOW is more valuable/important than WHAT.
Going to use SERVQUAL to drive Service Desk staff ITSM job roles/comptencies! Yeah!
Off to see the wizard... how to re-orient thousands of IT staff around the globe to a service point of view... fun, REALLY!
RT @bcs: Hackers 'will industrialise themselves': 16/12/2009 http://www.bcs.org/server...
RT @CharlesTBetz: terse and sketchy thoughts about true IT value stream metrics. http://www.erp4it.com/erp4it...
RT @theitskeptic: Out now ISO/IEC TR 20000-3:2009: Guidance on scope and applicability of ISO/IEC 20000-1 http://www.iso.org/iso...
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