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Video 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.

Video 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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Video 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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Video 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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Video 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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Video 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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Video 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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Video 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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Video Karen’s Conversations #8

In Karen’s conversations #8, Karen talks to Matthew Burrows from BSM Impact about SFIA – Skills Framework for the Information Age. Karen and Matthew explore the benefits of SFIA to both the individual and the organisation and how organisations are using the framework. Karen asks Matthew about a case study in the use of SFIA and they …
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Video BYOD Revolution Means ITSM Evolution

The adoption of Bring Your Own Device (BYOD) practices in the enterprise is gathering momentum. By 2016, Gartner predicts 38% of companies worldwide will have stopped buying devices for employees. Gartner researchers also predict that by 2017, half of employers will require their employees to supply their own devices and that by 2020, 85% of …
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Video Karen’s Conversations #7

In Karen’s Conversations #7 I talk to Simone Moore about life in France and the differences in ITSM between Europe and Australia / New Zealand. We also discuss the upcoming SITS15 conference in London. Links: Simone’s conference blogs: Norway and Sweden Sweden Conference – Simulation Game Panel Conference podcasts from All Things ITSM SITS15 Women in …
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Video Shift Left! And Then Again!

Karen has written for IT Chronicles. Service Desk 360 recently conducted a Service Desk survey with the purpose being to collect different views and wants across the IT department; from the IT Director to first-line technician, then to compare those views in a helpful and constructive way. In response to the survey question ‘If I …
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Video Karen’s Conversations #6

In Karen’s Conversations #6, I talk to  New Zealanders Tristan Boot and James Gander about changes in the IT/ITSM industry over the last 18 months and where it is going. Links: http://www.itsmf.org.nz http://www.itsmfconference.org.nz   … read the full article.

Video Karen’s Conversations #5

Karen talks to Aprill Allen aka. Knowledge Bird about the world of Knowledge Management. Useful links: KCS – http://library.serviceinnovation.org/ Klever – http://getklever.com/ Esteban Kolsky re knowledge stats – https://www.huffingtonpost.com/vala-afshar/50-important-customer-exp_b_8295772.html ActKM website and discussion list – http://actkm.org/ David Gurteen – http://www.gurteen.com/ Melbourne KM forum – http://www.meetup.com/Melbourne-KMLF/ … read the full article.

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