Selling; the little things

Submitted by skeptic on Sun, 2012-08-12 21:14

IT technical people don't like to be told this, but we all sell. Selling is getting people to accept or adopt something you want them to. Every human sells to their spouse, their kids, their neighbours. Practitioners sell to their boss, their peers, their team, their ITSM "customers". We consultants sell (and better sell hard in the current economy). And of course the vendors sell but you don't need me to tell you that.

COBIT5

Submitted by skeptic on Wed, 2012-08-08 23:01

COBIT5 is a very very important development for the IT industry. It deserves more attention. It may even be The Next Big Thing.

The cult of the customer

Submitted by skeptic on Wed, 2012-08-08 21:20

Examine your assumptions around "customer first". Often but not always. There is such a thing as over-servicing the customer. Who is paying and what do THEY want?

How ITIL gets Incident vs Problem wrong

Submitted by skeptic on Mon, 2012-08-06 20:08

In ITIL, we don't separate Incidents from Problems properly. This causes a muddy and confused definition of both. Join me as I try one more time to make this clear.

Knight Capital makes the point about the risks of automation

Submitted by skeptic on Mon, 2012-08-06 06:55

Knight Capital's disaster is a warning to us all in IT

Mobility and work-life balance

Submitted by skeptic on Mon, 2012-08-06 06:15

As a life-balancer I wonder how I am ever going to have downtime from working again. How do you have a life outside work without work intruding?

Shopping: request vs incident

Submitted by skeptic on Mon, 2012-07-30 19:47

Roy asked the question "Would you agree that there's no difference between walking into a store and buying something (perhaps asking a clerk where the item is located), and returning an item that is broken or which doesn't fit?". It was such a good example I decided to answer in a blog post.

Terminological debasement

Submitted by skeptic on Thu, 2012-07-26 22:55

I track terminological debasement on this site. Here are some examples. Got any more?

The service desk isn't here right now

Submitted by skeptic on Mon, 2012-07-23 08:34

It seems to me that a Service Desk should be able to take time out for professional development and team building.

A little chat about BYOD

Submitted by skeptic on Sat, 2012-07-14 01:04

We need to talk about BYOD. Step into my office please.

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