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7 items found

Bandage Management

by Andy Jordan

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.

Battle Royale: ITSM vs. CRM

by Michael Wood

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...

Bedeviled by Dependencies

by Esther Derby

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...

Behind the IT Strategy: Digital Transformation

by Paul Visser

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.

Book IT

by Michael Wood

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.

Business Process: A Lesson in Anatomy

by Michael Wood

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.

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- Albert Einstein