Too often, the organizational focus is on relieving symptoms, not necessarily solving the problem. The culture of these organizations is that as long as the user problems can be fixed, then the issue is “solved”. Not only is that inaccurate, it’s inefficient and risky. Quick fixes are not permanent solutions, so when bandage solutions and workarounds become the norm, it’s time to act.
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Ever stop to think what the differences are between ITIL Service Level Management and mainstream Customer Relationship Management functions? Are they complementary to each other? Is CRM contained within SLM, or visa versa? The answers are a click away...
It doesn't matter whether you work for a big or small company: When delivering a product that requires the work of more than two teams, dependencies are part of the picture. Time after time, projects are tangled up in dependencies. Does it have to be this hard? Some dependencies are inevitable, but some are self-inflicted...
If you are delivering an IT project, chances are you’re involved in a digital transformation program. This article explores the background of digital transformation, the needs and the approach. We will see where project managers fit in—and why it's important to have background knowledge on the overall company strategy.
The IT Infrastructure Library recently underwent a major revision to version 3. Here we look at five major phases--or books--that represent ITIL’s new lifecycle approach to service management.
It’s one of the oldest debates in project management, and now there are a whole new set of arguments. What type of project manager should an organization have?
In an attempt to help those of you struggling with Business Process Improvement and Business Process Analysis, our expert presents these “anatomical components” in terms of a series of rules so that you can use them in your efforts.