This document provides updates from HDI Corporate and the HDI Capital Area Local Chapter. It announces that HDI's annual support center survey is open, with an Apple Watch given as a prize for participating. Membership discounts and benefits are noted. New content for members includes research, articles, and white papers on topics like IT support, IT culture, service management, DevOps, and quality assurance. The document thanks sponsors of the HDI CA 2015 event and introduces today's speaker, IT industry veteran Malcolm Fry.
Embedding Business and Community EngagementJISC infoNet
This presentation was delivered by JISC infoNet as part of a range of Embedding BCE workshops for the JISC BCE programme on 7th, 13th, 26th, and 27th June 2012.
The four P’s of ITSM: People, People, People and People - Peter Hubbard, Pink...SITS - The ITSM Show
The failure rate of ITSM change projects has stayed at a steady 70% for almost 20 years. The number one reason for failure remains constant resistance to change by the people who must carry out the work. Learn how to get people working with and not against you in this seminar.
Many organisations struggle to implement a successful ITSM program, with multiple attempts at the same issue being undertaken with almost clockwork like regularity every 3-4 years. But why is it so hard to implement an ITSM framework that delivers real business value? How does a Program Manager even approach this issue? Where is the checklist for implementation success?
Join Peter Hubbard, Pink Elephant EMEA, as he maps out a structured approach to successful implementation of an ITSM initiative. He will discuss the considerations of which processes should be attempted first, the importance of the toolset, and, the one underlying area that is almost always neglected but is responsible for the failure of over 60% of all ITSM implementation projects; The people who have to work in alignment with the new world. And yes…. There will even be a checklist for implementation success. Watch recording here https://www.brighttalk.com/webcast/10001/153595
Slides accompany a FREE AbilityNet webinar hosted in July 2021.
The webinar featured global business leaders, including Accenture, the Business Disability Forum and software company Intuit. Our head of Digital Inclusion, Robin Christopherson, MBE, focussed on Inclusive Design.
Embedding Business and Community EngagementJISC infoNet
This presentation was delivered by JISC infoNet as part of a range of Embedding BCE workshops for the JISC BCE programme on 7th, 13th, 26th, and 27th June 2012.
The four P’s of ITSM: People, People, People and People - Peter Hubbard, Pink...SITS - The ITSM Show
The failure rate of ITSM change projects has stayed at a steady 70% for almost 20 years. The number one reason for failure remains constant resistance to change by the people who must carry out the work. Learn how to get people working with and not against you in this seminar.
Many organisations struggle to implement a successful ITSM program, with multiple attempts at the same issue being undertaken with almost clockwork like regularity every 3-4 years. But why is it so hard to implement an ITSM framework that delivers real business value? How does a Program Manager even approach this issue? Where is the checklist for implementation success?
Join Peter Hubbard, Pink Elephant EMEA, as he maps out a structured approach to successful implementation of an ITSM initiative. He will discuss the considerations of which processes should be attempted first, the importance of the toolset, and, the one underlying area that is almost always neglected but is responsible for the failure of over 60% of all ITSM implementation projects; The people who have to work in alignment with the new world. And yes…. There will even be a checklist for implementation success. Watch recording here https://www.brighttalk.com/webcast/10001/153595
Slides accompany a FREE AbilityNet webinar hosted in July 2021.
The webinar featured global business leaders, including Accenture, the Business Disability Forum and software company Intuit. Our head of Digital Inclusion, Robin Christopherson, MBE, focussed on Inclusive Design.
How do you implement ITSM successfully?
Implementing ITSM within an organisation is a tricky prospect. Many organisations try to implement something like ITIL several times before succeeding. For the team charged with changing the mind-set and working practises of a whole organisation, which is what an ITSM implementation actually is, the task can be overwhelming.
Join Eddie Potts, Principal ITSM Consultant at Pink Elephant EMEA, as he maps out an approach to successful ITSM implementations and discusses why many projects fail and how yours can succeed!
Watch webinar recording here https://www.brighttalk.com/webcast/10001/120145
This webinar is presented by Eddie Potts, Senior Service Management Consultant, who recently completed an MBA achieving a Distinction. His study included a research project concerning the "implementation of service management”.
Eddie previously delivered a successful webinar about “Implementing Service Management” in which he compared and contrasted the real life practice to the academic theory concerning service management implementations which can be found on our BrightTALK channel. This follow up webinar builds upon this theme and discusses “at what point have we implemented service management” and “how do we maintain the momentum". View recording here https://www.brighttalk.com/webcast/10001/173745
In both favorable and challenging economic environments, an organization’s need for counsel, competency and analytical skill remains high. The Internal Audit (IA) function can help meet these needs through its specialization in process efficiency, fraud detection, operational quality, internal control and regulatory compliance.
Deloitte’s Internal Audit Transformation (IAT) services help boards and senior executives more effectively manage enterprise risks and execute strategy by assisting organizations with protecting shareholder value and enhancing the effectiveness, quality and value received from internal audit. We have experienced practitioners and thought leaders who specialize in pressing internal audit issues. Our broad understanding of risks and areas of operational improvement — particularly the nuances of specific industry sectors and markets — can help IA functions improve their performance and operating efficiency and bring greater value to their organizations.
View the slides for our webinar on Cracking Cultural Change or view the webinar here https://www.brighttalk.com/webcast/10001/198411
Cultural Change is one of the hardest things to crack within any organisation, let alone within IT. IT is fast paced - moving responsively to the business, technological and even public requirements. However, a required cultural shift from within is rarely successful. On average a mere 30% of Cultural Change Initiatives are successful, and a lot can be lost when it fails!
Join Helen Windle, ITSM Consultant, as she guides you through the key points to get it right first time.
Turning Analysis into Action with APIs - Superweek2017Mark Edmondson
Presentation given by Peter Meyer and Mark Edmondson and Superweek 2017 in Hungary. Includes three examples of using APIs in a tag management solution to give better data to make decisions and use predictions. 1.
South Florida HDI Event: Mobility Creates Transparency and Increases Business...Eddie Vidal
In this session, attendees will learn how to:
Improve end-user satisfaction (employees and customers) by providing instant access to available services, self-service tools, and status updates for service requests.
Appease your CIO with instant access to real-time performance dashboards, emergency change requests, and customer satisfaction ratings.
Free IT support staff from their desk, allowing them to manage their entire workflows from their smart phone or tablet.
Give your Help Desk team the power to demonstrate the value they bring to organization.
How do you implement ITSM successfully?
Implementing ITSM within an organisation is a tricky prospect. Many organisations try to implement something like ITIL several times before succeeding. For the team charged with changing the mind-set and working practises of a whole organisation, which is what an ITSM implementation actually is, the task can be overwhelming.
Join Eddie Potts, Principal ITSM Consultant at Pink Elephant EMEA, as he maps out an approach to successful ITSM implementations and discusses why many projects fail and how yours can succeed!
Watch webinar recording here https://www.brighttalk.com/webcast/10001/120145
This webinar is presented by Eddie Potts, Senior Service Management Consultant, who recently completed an MBA achieving a Distinction. His study included a research project concerning the "implementation of service management”.
Eddie previously delivered a successful webinar about “Implementing Service Management” in which he compared and contrasted the real life practice to the academic theory concerning service management implementations which can be found on our BrightTALK channel. This follow up webinar builds upon this theme and discusses “at what point have we implemented service management” and “how do we maintain the momentum". View recording here https://www.brighttalk.com/webcast/10001/173745
In both favorable and challenging economic environments, an organization’s need for counsel, competency and analytical skill remains high. The Internal Audit (IA) function can help meet these needs through its specialization in process efficiency, fraud detection, operational quality, internal control and regulatory compliance.
Deloitte’s Internal Audit Transformation (IAT) services help boards and senior executives more effectively manage enterprise risks and execute strategy by assisting organizations with protecting shareholder value and enhancing the effectiveness, quality and value received from internal audit. We have experienced practitioners and thought leaders who specialize in pressing internal audit issues. Our broad understanding of risks and areas of operational improvement — particularly the nuances of specific industry sectors and markets — can help IA functions improve their performance and operating efficiency and bring greater value to their organizations.
View the slides for our webinar on Cracking Cultural Change or view the webinar here https://www.brighttalk.com/webcast/10001/198411
Cultural Change is one of the hardest things to crack within any organisation, let alone within IT. IT is fast paced - moving responsively to the business, technological and even public requirements. However, a required cultural shift from within is rarely successful. On average a mere 30% of Cultural Change Initiatives are successful, and a lot can be lost when it fails!
Join Helen Windle, ITSM Consultant, as she guides you through the key points to get it right first time.
Turning Analysis into Action with APIs - Superweek2017Mark Edmondson
Presentation given by Peter Meyer and Mark Edmondson and Superweek 2017 in Hungary. Includes three examples of using APIs in a tag management solution to give better data to make decisions and use predictions. 1.
South Florida HDI Event: Mobility Creates Transparency and Increases Business...Eddie Vidal
In this session, attendees will learn how to:
Improve end-user satisfaction (employees and customers) by providing instant access to available services, self-service tools, and status updates for service requests.
Appease your CIO with instant access to real-time performance dashboards, emergency change requests, and customer satisfaction ratings.
Free IT support staff from their desk, allowing them to manage their entire workflows from their smart phone or tablet.
Give your Help Desk team the power to demonstrate the value they bring to organization.
HDI Capital Area Local Chapter Meeting, Local Chapter Updates, HDI Corporate Updates and presentation on Finding the "Root" in Root Cause Analysis - A Client Case
HDI Capital Area Meeting February 2019 What’s New and Changing with ITIL 4!hdicapitalarea
A major revision to the ITIL framework, ITIL 4, is coming out on February 28th. We're here to give you the latest and greatest details, including: what's changing, what's not, what the new certification path will look like, and when courses will become available. We will also leave lots of time to answer all of your burning questions. Join us for this informational session!
Key takeaways for attendees:
• Comparison of ITIL v3 versus ITIL 4
• Overview of how ITIL integrates with Agile, DevOps, and Lean
• Discussion on how to leverage the new concepts
In April 2015, the Softchoice Innovation Executive Forum made a stop at the Waldorf Astoria in Orlando, Florida, bringing together senior IT leaders from across industries to share a dinner and their stories from the field. What follows is a distillation of 9 key findings that were unveiled, offering insight into best practices and challenges for those working in the innovation department, everywhere.
Join guest presenters Build Consulting as they share a story of how one nonprofit organization improved their donor data. They relate how the organization did this, what they learned about their donors, and how they used what they learned to increase revenue, sustainer giving, and program outcomes. This story includes key lessons that can be leveraged by any nonprofit to increase organizational knowledge of its constituents and how to turn that information into outcomes.
HDI Capital Area Meeting March 2019 Next Step Quality: 5 Steps to Increasing ...hdicapitalarea
About the Program
You may have a great team of professional, courteous, customer-service oriented analysts, but that doesn't mean they'll always know how to resolve an issue. Attend this interactive presentation for a discussion of the many obstacles to service desk effectiveness and strategies for overcoming them. Leave motivated to begin implementing these strategies and increasing quality on your service desk right away!
Learn how to:
- Assess the quality of your current support
- Utilize in-house resources to tailor and deliver a comprehensive training program
- Leverage knowledge management
- Enforce policies to ensure information is retained and utilized
Hdi capital area october 2014 updates and presentationshdicapitalarea
HDI Corporate & Capital Area Updates, plus presentations on Five Roads Leading to Impactful Employee Engagement and Overcoming the Challenges of Implementing ITIL Through Help Desk Transformation
South florida HDI Value & Benefits IT Palooza Dec 2012Eddie Vidal
Presentation for IT Palooza event at Nova Southeastern University, December 2012. South Florida HDI benefits and values were shared to introduce attendees to the local chapter and how they can make a difference in the South Florida IT professional community.
HDI Capital Area Local Chapter March 2016 Meeting hdicapitalarea
HDI Capital Area Local Chapter March 2016 Meeting. HDI Updates, membership, presentation on Hiring and Compensation by Christie Shell, Robert Half Technology
Developing a Coherent Social Strategy for Enterprise InnovationMindjet
In this presentation from Altimeter's Charlene Li and Mindjet's Milind Pansare, you'll learn how to develop a coherent social business strategy that supports enterprise innovation initiatives.
BlogWell Dallas Social Media Case Study: AT&T, presented by Lee DiazSocialMedia.org
In his BlogWell Dallas presentation, AT&T's Senior Manager of Emerging Communications, Lee Diaz, explains how they activated employees as social advocates.
He goes into detail about how the launch of their AT&T Tribe program and its social hub helped employees share content immediately, make announcements, and more.
Slides from a presentation I gave at VC CEO portfolio summit on Unlearning as we scale enterprise software startups focusing on how to think about the "next-level people" and "dance with who brung ya" adages along with thoughts on generalizing the former adage, hiring next-level people, and unlearning in general, specifically with infering false causality for success.
Digital Strategy and Online Marketing - How To Become The Ultimate Brand Auth...Doyle Buehler
How To Become The Ultimate Brand Authority Online - The Digital Leadership Training Series with Doyle Buehler
Want to build and create a compelling competitive online brand presence using your existing digital assets with a remarkable digital strategy? This webinar series is designed to help you understand what your audience is looking for, and how to improve and create the ultimate online brand experience to drive sales and leads.
Every business online is different, yet there are some key fundamentals and tools that will assist you in creating a digital ecosystem that keeps your audience educated and entertained and more importantly, interested in what you do and how you do it. If you can’t deliver a valuable brand experience, you’re only 1 click away from them leaving you, forever.
Based upon Doyle Buehler's award winning digital leadership and online strategy framework, this Online Brand Authority Webinar series will show you how to construct a comprehensive, integrated digital ecosystem that has all your online assets working together - strategy, social media, branding, websites, sales funnel, landing pages, content, advertising, SEO etc. It will show you exactly how to overcome the clutter of online, get clarity on what is really important, and become the digital leader and brand authority in your industry.
Specifically designed to complement what you are already doing online to build your brand authority, you will get a step-by-step understanding over 2 webinars that kicks your complete online platform into high gear, with the tools and knowledge to really make things happen for your brand.
Here is the 2 part break down of the Building Brand Authority Webinars:
Webinar 1 - Rocking Your Digital Ecosystem
Learn the 7 Disciplines of digital leadership for a successful online presence
Create a digital strategy framework that connects your value with the needs of your online audience
How to master your content and develop your voice online to deliver your core value
Webinar 2 - Integrating and Escalating Your Kick-ass Online Platform
How to connect and re-align your website across your entire online platform
What you actually need for a working, qualifying, sales and leads funnel
Creating influence beyond your immediate reach through focussed advertising and analytics
The ultimate goal is that you will gain incredible clarity of what you need to be doing online to maximise your Brand Authority, and how to put all of your digital ecosystem pieces together, to work FOR you.
Similar to HDI Capital Area Meeting Slides August 28, 2015 (20)
ITIL 4 – the 4th Industrial Revolution and Intelligent Process Automationhdicapitalarea
ITIL 4, the 4th industrial revolution, the rise of the bots, AI and Intelligent Process Automation. What does it mean for service desk today and the service desks of tomorrow? This virtual event shows how the 4th industrial revolution will/has changed IT and in turn how the service desk community is being impacted.
Leadership is a mindset, it starts with you. Be present for a transformational and inspiring keynote as Theresa Proctor shares the steps to navigate through your toughest challenges:
• Master repeatable and viral success
• Learn how to confidently toot your horn
• Discover and share your voice
• Power tips to shine in the most uncomfortable environments
The Bottom Line of Software Asset Managementhdicapitalarea
A successful Software Asset Management (SAM) program has many aspects to consider and does not stand alone from other organizational Service Management practices.
HDI Capital Area Meeting May 2019 Cybersecurity Planning for the Modern Techn...hdicapitalarea
By the end of this course you will understand the current security landscape and have the tools to engage your organization to improve its security posture.
Hdi Capital Area Program Slides May 18 2018hdicapitalarea
HDI Updates and an interactive, entertaining, and informative session will reveal the philosophy and methodology the Johns Hopkins support organization used to create a culture of transparency and staff engagement that produced high-performing teams.
Hdi Capital Area Updates and Presentation April 20 2018hdicapitalarea
HDI Capital Area Updates and Presentation by ITSM expert Jessica Alfaro from Acuity addresses common technical and cultural roadblocks to situational awareness in IT organizations and best practices for achieving a break through.
HDI Capital Area One Day Leadership Conference and Vendor Expo 2017hdicapitalarea
HDI Capital Area One Day Leadership Conference and Vendor Expo 2017. Includes Capital Area Announcements and presentations on Building an Award Winning Service Excellence Team and A Service Desk Evolution.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Generating a custom Ruby SDK for your web service or Rails API using Smithyg2nightmarescribd
Have you ever wanted a Ruby client API to communicate with your web service? Smithy is a protocol-agnostic language for defining services and SDKs. Smithy Ruby is an implementation of Smithy that generates a Ruby SDK using a Smithy model. In this talk, we will explore Smithy and Smithy Ruby to learn how to generate custom feature-rich SDKs that can communicate with any web service, such as a Rails JSON API.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
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My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
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Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
2. What’s Hot at HDI
• HDI’s Annual Support Center Survey is Now Open
Want an Apple Smart Watch? Take HDI’s Support Center Practices
& Salary Survey and you'll be entered to win one! You'll also receive
the resulting report to help you validate current practices or justify
the need for new processes, technology, or staff. Take the survey at
www.ThinkHDI.com/Survey.
• Your Road to BIG Savings!
Starting August 1, all Professional level memberships (new and
renewals) will be available for only $295. Learn more at
ThinkHDI.com/Membership.
3. Not a Member? Join Today!
Become a Professional member for just $495!
Get more benefits to ensure your professional growth today.
Enjoy benefits like:
• Attend local chapter and vChapter meetings
• Access to HDI Practices and Salary Reports
• Discounts on HDI Conferences, Events and Training
• Apply for HDI awards
• And much more!
Learn more at www.ThinkHDI.com/Join
or by calling 800.248.5667
4. New Content to Share!
Research Brief: “Supporting the Internet of Things”
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Article: “The Future of IT Support”
Article: “The Rapid Evolution of IT Culture”
Infographic: “Service Management: Not Just for IT Anymore”
New Blog: “The Intersection of DevOps and ITIL”
White Paper: “The State of Quality Assurance in Technical Support”
M
M Content is available to members only (Resources and above)
C
C
C Content is available to community members and above
22. Am I having a Dali moment?
Or Is it a A moment?
23. Which one do you prefer?
• Workarounds'are'one'dimensional'
• Look'at''services'with'an'open'mind'
• Percep@on'is'the'key''
• Don’t'accept'vague'or'incomplete'
• Feel'good'is'good'for'staff'
• Stay'focused'on'staff'and'services'
• The'danger'is'in'the'detail'
• Precision'takes'@me'and'resources'
• Result'is'not'always'what'you'wanted'
24. Or is it one of these?
• The'struggle'for'100%'
• You'need'a'team'dream'
• The'clearer'the'dream'the'beKer'the'results'
• Don’t'manage'chaos'eliminate'chaos'
• Plan'L'get'involved'in'change'etc.'
• Get'involved'in'new'services'L'ques@onnaire'
• You'can'achieve'great'services'with'guts'
• Document'quality'AND'performance'
• Develop'staff'to'meet'their'poten@al'
25. Or maybe one of these?
• Always'review'before'accep@ng'
• Look'for'hidden'anomalies'
• Learn'from'experience'–'knowledge''
• Keep'your'ITSM'perspec@ve'
• Go'to'the'correct'mee@ngs'
• Look'from'every'angle'–'customer'first'
• Make'your'presence'felt'
• Issue'reports'that'impress'
• ITSM'will'inherit'the'world'
