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scar3face
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Joined: Nov 21, 2007
Posts: 13
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 Posted: Thu Sep 18, 2008 9:39 pm Post subject: Key building blocks for IT Service Delivery excellence |
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Someone posed this question to me today and it got me a'thinkin.
What do you think are the key building blocks for IT service delivery excellence? |
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London
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| Posted: Thu Sep 18, 2008 9:54 pm Post subject: |
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An IT department and someone with a gun.
I would love to give a serious answer but I've not got time today...
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3597
Location: London, UK
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| Posted: Thu Sep 18, 2008 10:42 pm Post subject: |
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And if guns are illegal
A large stick and some one who is not afraid to use it.
TO QUOTE
'I have come here to kick ass and chew bubble gum.'
'I am out of bubble gum'
Rowdy Roddy Piper
They Live
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John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter |
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Diarmid
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Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh
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| Posted: Thu Sep 18, 2008 11:03 pm Post subject: |
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PPP and a Quality Manager
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718 |
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JoePearson
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Joined: Oct 13, 2006
Posts: 116
Location: South Africa
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| Posted: Thu Sep 18, 2008 11:37 pm Post subject: |
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| UrgentJensen wrote: | | I would love to give a serious answer but I've not got time today... |
Today? I think it's gonna take more than a day to answer this...
An IT department, yes. You've got to have the capability to deliver. And that would include good suppliers and the ability to get the best out of them.
Service delivery excellence must also involve talking the same language as your customer, and taking seriously the concepts of 'customer' and 'service' - walking the talk.
What else? A systems view - you've got to know why and how what you have and what you works, how all the bits work with each other to deliver this magic service. And that includes bits of the system that maybe you don't control - like application development or business projects.
And continual improvement. It's the most important of all the concepts in ITIL. |
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London
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| Posted: Fri Sep 19, 2008 1:18 am Post subject: |
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So Joe, you just answered it in a day!
UJ
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JoePearson
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Joined: Oct 13, 2006
Posts: 116
Location: South Africa
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| Posted: Fri Sep 19, 2008 1:30 am Post subject: |
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yes, that is pretty much the final word isn't it.  Case closed!
... Or not?  |
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JoePearson
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Joined: Oct 13, 2006
Posts: 116
Location: South Africa
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| Posted: Fri Sep 19, 2008 1:33 am Post subject: |
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| btw you still need the gun ... although some companies prefer to call it management commitment! |
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3597
Location: London, UK
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| Posted: Fri Sep 19, 2008 2:42 am Post subject: |
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management involvement and management commitment can be described in the following mannger
If you have a Bacon (steak) and Egg sandwhich,
the chicken was involved
The pig was committed
the cow was committed
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John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter |
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DYbeach
Senior Itiler
Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia
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| Posted: Fri Sep 19, 2008 9:29 am Post subject: |
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It's still International Talk Like a Pirate Day down here, so today I will opt for the cat-o-nine-tails as a motivational tool. Any scurvy dogs not following process will be run through with me cutlass. Avast!
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DYbeach
ITIL V3 Release, Control & Validation,
ITIL V3 Operation SUpport & Analysis
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"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell |
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London
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| Posted: Fri Sep 19, 2008 6:20 pm Post subject: |
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International talk like a pirate day... that's just genius. I mean it's so silly that everyone would be in a good mood. World peace!
UJ
(I am hung over - out for work drinks but managed to escape before it got really messy at the Karaoke bar)
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JoePearson
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Joined: Oct 13, 2006
Posts: 116
Location: South Africa
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| Posted: Fri Sep 19, 2008 10:10 pm Post subject: |
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Why are pirates called pirates?
... Because they just aaarrrrrrrrrrrrrrrrrrrrrrrr! |
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asrilrm
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Joined: Oct 07, 2007
Posts: 441
Location: Jakarta, INA
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| Posted: Sat Sep 20, 2008 12:50 am Post subject: |
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Huh?
I thought pirates are those who whenever sees an incident or problem would shout: Arr! Arr! Come yer matey! Dinner's readey! |
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