Karen’s Conversations #29
VeriSM Exposed! Can another approach really work? Talking with Chief Architect – Claire Agutter – about VeriSM and answering the questions everyone is asking. … read the full article.
What does 2018 hold for project managers?
Karen writes for AXELOS – looking into 2018 for project management. … read the full article.
Book Review – Tribal Unity
Title: Tribal Unity – Getting from TEAMS to TRIBES by Creating a One Team Culture ISBN: 978-1-365-35960-6 Author: Em Campbell-Pretty Audience: I could not describe who this book is for any better than to use Em’s own words: “This book is for everyone who aspires to make their workplace a great place to work”. Karen’s …
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Karen’s Conversations #28
Talking with James Gander from Gander Service Management about DevOps. … read the full article.
VeriSM™ in a VUCA World
Well, I doubt by now that there is anyone in the service management industry that has not heard about VeriSM™. If you haven’t click on this link to the official website page, this link to the official LinkedIn group or have a look at some of the conversations taking place on the Back2ITSM Facebook page …
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Does Your Service Portfolio Management Stack-Up In Today’s World?
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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Karen’s Conversations #27
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.
What Do Yellow Bikes and ITIL® Practitioner Have in Common? Absolutely Nothing Apparently!
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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Karen’s Conversations #26
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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The ITSM Crowd – Enterprise Service Management Part 2
Karen joined Clare Agutter, Simon Dorst, Daniel Breston and Martijn Adams to continue the discussion on Enterprise Service Management. … read the full article.
Don’t Be a Statistic! Avoid the 70%!
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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Karen’s Conversations #25
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.
Doing OCM to Invoke OCM
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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IT ISN’T THE CHANGES THAT DO YOU IN, IT’S THE TRANSITIONS!
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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Karen’s Conversations #24
Talking with Dave O’Reardon about CSAT, the benefits and pitfalls, NPS and why the numbers don’t count! … read the full article.
LEADit 2012 – Karen Ferris interview
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.
Karen’s Conversations #23
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.
Weeds, Woods, Rocks and High Ground
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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Need to Influence? Ask Bob! – Part 2
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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Need to Influence? Ask Bob! – Part 1.
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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Why My Telco Needs ITIL® Practitioner
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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Don’t Lose Out!!
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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Organisational Change and Project Success – Part 2
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.
Are You Leading Change or Are Your People Leading Change?
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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Organisational Change and Project Success – Part 1
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.
Why You Need A Culture of Learning – Rachel McElroy
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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Karen’s Conversations #22
Talking with Aprill Allen (Conference Director) about the upcoming itSMF Australia conference – SM 2.0. … read the full article.
The C.U.L.T. of Digital Transformation
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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Book Review – IT Tools for the Business when the Business is IT
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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Book Review – Enterprise Release Management
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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Book Review – Building an ITIL-based Service Management Department
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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Book Review – ABC of ICT
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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Book Review – ITIL® Lite
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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Book Review – Key Element Guides
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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Book Review – The Service Catalog – A Practitioner Guide
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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Book Review – ITIL V3 Small Scale Implementation
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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Book Review – Plus! The Standard + Case Approach
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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Book Review – Creating and Driving Service Excellence
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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Book Review – I.T. That Matters
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’s Conversations #21
Karen talks with Malini Jayaganesh about her BRM journey – the challenges and how she used innovative ways to overcome them. … read the full article.