This article has been sitting partly in draft and partly in my head for a number of weeks. The inspiration to get the job done was when my friend and esteemed colleague – Stuart Rance – had his September 2017 blog on Portfolio Management and Continual Improvement published over at Sysaid.com. It is a great …
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In Karen’s Conversations #27 I talk to Louis Spence – State Account Director at Randstad Recruitment. Louis and I explore how to win in the world of IT – trends in the market, how to succeed with a job application and blitz it at the interview. … read the full article.
Scan and Ride A new mobile bike sharing system is causing major problems in Melbourne, Australia. Having done a little research it appears that Melbourne is not alone. London has also experienced the same problems. The bike sharing system – oBike – unlike other bike sharing schemes – is dockless. Schemes like Melbourne Bike Share …
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In Karen’s Conversations #26, I talk with Sam Dureau – Director, People Change Management, at the Australian Tax Office. We discuss what Sam believes is the missing link within organisational change – change leadership. We explore what change leadership looks like and how a change leader manages people through change when they are also being …
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Karen joined Clare Agutter, Simon Dorst, Daniel Breston and Martijn Adams to continue the discussion on Enterprise Service Management. … read the full article.
Organisational Change Management practitioners and leaders are often heard affirming that 70% of change initiatives fail due to the lack of organisational change management (OCM). This largely quoted statistic is based on decades of so-called ‘research’ by the likes of the following: · McKinsey (2009) · Blanchard / Kotter (2008) · Miller (2002) · Beer and Nohria (2000) · Kotter …
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In Karen’s Conversations #25, I talk with Lana Yakimoff about Service Integration and Management SIAM. We explore the question ‘SIAM – Is It Really That Hard?’. And here is the blog that Lana refers to! … read the full article.
Organisational change management (OCM) practitioners would love to work in an environment where every project incorporated OCM without even thinking about it! However, many of us work in environments where OCM is not even considered or is an afterthought. The Situation A project is fully underway and steaming ahead. The following conversations take place: Program …
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When we think of change we often think about it like the following diagram. There is nothing wrong with this picture from a change perspective. A change will occur. What is missing from this picture in order to make the change successful and build a solid foundation for future change is the transition. As …
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Talking with Dave O’Reardon about CSAT, the benefits and pitfalls, NPS and why the numbers don’t count! … read the full article.
itSMF Australia’s Director of Publications, Karen Ferris spoke to Gerard Norsa during LEADit 2012 at the Gold Coast Convention and Exhibition Centre 20-22 August 2012 about how to make ITSM change stick once it has been implemented. … read the full article.
Talking with Mat-Thys Fourie – Professional Problem Solver [IPPS] and Founder Thinking Dimensions Global & KEPNERandFOURIE. We explore the Problem Management landscape. … read the full article.
I recently came across a great article by Michael Jarrett for Harvard Business Review entitled ‘The 4 Types of Organizational Politics’. In the article, Jarrett describes mapping the political terrain within an organisation. The chart he creates includes four metaphoric domains: the weeds, the rocks, the high ground, and the woods. He does this to …
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Bob is Dr. Robert Cialdini. This is the second in a series of two posts about using Cialdini’s principles of influence. Cialdini, author of the groundbreaking book, Influence, and president of INFLUENCE AT WORK, is widely regarded as the “Godfather of influence” because of his years of scientific research on the psychology of influence. Cialdini’s …
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Bob is Dr. Robert Cialdini. This is the first of two posts that explore Cialdini’s six principles of influence and how can use them to our benefit. Cialdini, author of the groundbreaking book, Influence, and president of INFLUENCE AT WORK, is widely regarded as the “Godfather of influence” because of his years of scientific research …
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My telco visit! A recent visit to my telecommunications provider to swap my iPhone 6 for an iPhone 7 was revealing to say the least. An extremely helpful young assistant, who had the patience of a saint, helped me with my transaction. It very soon became clear why his patience was a virtue given the …
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If you have opened this article, then my experiment has worked! I am leveraging something called loss aversion. I was reading about loss aversion and the endowment effect and came to the realisation that we in organisational change management or indeed anyone trying to communicate and engage to get buy-in to a change or improvement …
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Read part 2 of my blog over at AXELOS on why OCM is needed for project success and how the guidance in ITIL Practitioner can assist. … read the full article.
Which one should it be? Well both are needed but we need people to lead the change if it is going to be a success. Successful change management initiatives will most likely start at the top, with a committed and aligned group of executives strongly supported by the CEO. However, every level of the organisation …
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Read part 1 of my blog over at AXELOS on why OCM is needed for project success and how the guidance in ITIL Practitioner can assist. … read the full article.
As a part of their International Women’s Day campaign, AXELOS interviewed Karen about her journey as a women in IT. You can read about it here … read the full article.
This is a guest post from Rachel McElroy – Director Social Revolution Marketing. According to latest research by Gallup employees are disengaged – 33% are disengaged and 51% are actively looking for new opportunities. Training and being involved in projects is proven to help foster a sense of belonging and commitment within teams and learning is …
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Talking with Aprill Allen (Conference Director) about the upcoming itSMF Australia conference – SM 2.0. … read the full article.
At the end of last year I wrote an article called ‘Digital Transformation Needs Organisational Change Management’. The article stressed the need for organisational change management (OCM) in order for digital transformation efforts to be successful. The SADA systems survey I referenced stated that 53% of surveyed participants said their biggest challenge in completing a …
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Title: IT Tools for the Business when the Business is IT – Selecting and Implementing IT Service Management Tools Author: Robert Falkowitz Audience: IT Service Managers, Project Managers, Architects, Strategists and anyone else within an organisation tasked with the selection of ITSM tools. Coverage: This book discusses how to successfully select and deploy an ITSM …
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Title: Enterprise Release Management – Agile Delivery of a Strategic Change Portfolio ISBN: 13: 978-1-60807-168-5 Author: Louis J. Taborda Audience: This book targets different stakeholders across the ‘enterprise release lifecycle’ offering different insights to each whilst maintaining a coherent vision that aims to bring these often misaligned silos together. The audience includes business and IT …
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Title: Building an ITIL® – based Service Management Department Author: Malcolm Fry Audience: IT Service Managers tasked with building a service management department Coverage: This book discusses how to build a well-constructed Service Management Department (SMD) by following nine steps. It discusses: the preparation needed before embarking on the project to build a SMD; how …
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Title: ABC of ICT Author: Paul Wilkinson and Jan Schilt Audience: This publication is aimed at any ITSM professional who is looking to make their ITSM initiatives a success. It is aimed at those needing guidance on they way in which the ‘Attitude’, the ‘Behaviour’ and the ‘Culture’ within the world of ICT and all …
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Title: ITIL® Lite Author: Malcolm Fry Audience: This book has a wide audience – from those who are trying to decide whether to apply the guidance in ITIL V3 within their organisation to those who are actively looking to build an ITIL V3 project. The audience could include project managers, project team members, IT planners, …
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Title: Key Element Guides Author: ITIL V3 authoring team – Office of Government Commerce (OGC) Audience: Practitioners, process owners, service managers, consultants, trainers and other service management professionals. Coverage: There are five books in the Key Element Guide suite – one for each of the core ITIL lifecycle publications. Key Element Guide Service Strategy Key …
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Title: The Service Catalog – A Practitioner Guide Author: Mark O’Loughlin Audience: This book is squarely focused on the Service Catalogue practitioner – including both those that are looking to develop service catalogues for the first time and those looking to improve their current offering. Coverage: This book provides comprehensive coverage of the subject matter …
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Title: ITIL® V3 Small-scale Implementation Author: Sharon Taylor and Ivor Macfarlane Audience: This publication is aimed at those working in or with small and medium sized businesses (SMBs). However, as you will see from the commentary I believe that the content is also relevant and beneficial to large-scale organisations. Coverage: This book covers the entire …
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Title: PLUS! The Standard+Case Approach Author: Rob England Audience: Anyone who has anything to do with responding to situations when providing a service. Coverage: Standard + Case applies to anything that requires a response – there’s either a standard response or there isn’t. Level: Beginner – advanced. Karen’s Comment: I must admit to being sceptical …
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Title: Creating and Driving Service Excellence An Executive’s Guide to IT Service Management ISBN: 978-0-11-706902-2 Author: Sharon Taylor Audience: This book is an introduction to IT service management targeted at the business executive. Coverage: This executive guide starts by describing IT service management as a business imperative. Sharon uses case studies to illustrate the return …
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Title: IT That Matters An Executive’s Guide to Maximising the Strategic Value From Your IT Investment ISBN: 9780117080614 Author: Dennis G. Ravenelle Audience: This book is aimed at the business executive. Coverage: This executive guide distils and serves up the eight imperatives that executives must imprint into their organizations’ cultures and execute to make the …
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Karen talks with Malini Jayaganesh about her BRM journey – the challenges and how she used innovative ways to overcome them. … read the full article.
Title: The Quantum Age of IT ISBN: 978-1-84928-375-5 Author: Charles Araujo Audience: Anyone in IT Coverage: IT as we know it is dead. Forces are at work, reshaping the very fabric of the IT organization. Driven by our own history, changing perceptions of how technology should work and newfound, but very real, competition, IT organizations …
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Title: The Phoenix Project ISBN: 978-0988262591 Author: Gene Kim, Kevin Behr, George Spafford Audience: Anyone in IT Coverage: The novel is thought of as the modern day version of The Goal by Eliyahu M. Goldratt. The novel describes the problems that almost every IT organization faces, and then shows the practices of how to solve …
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Title: LEAD I.T. – Moving From Technical Leader to People Leader ISBN: 978-0-9925583-0-7 Author: Sharron Spratt Audience: Anyone looking to embark on a leadership role within I.T. or already on the journey. Coverage: This book explores how you get technically brilliant people to shift their mindset to one of people leader without taking an entire …
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Title: The OBASHI Methodology ISBN: 978-0117068575 Author: Paul Wallis & Fergus Cloughley Audience: Anyone in the business including IT Coverage: OBASHI™ is a methodology that helps you get a clearer picture of how your business works. It allows you to create a visual map of the business that shows how the business works, the assets …
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Does Your Service Portfolio Management Stack-Up In Today’s World?
