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• Customer Service making a difference and changing the way I travel to Europe

  For the next two weeks I will be traveling Europe hosting a series of executive round tables on Application Portfolio Management based on the Nordea case study where they saved 3.5 million Euro's. ( Download the Nordea case study. ) Now, I love the... Posted Feb 09 2012, 04:09 PM by Robert Stroud with | with no comments Tags: IT Service Management, service desk

• R.I.P. IT?

  After being a technology geek for the last 30 years, the one thing I know for certain is that the only constant is change! I love getting a new piece of technology and learning how it can make my life better. I am not alone in this; we are breeding a... Posted Feb 01 2012, 10:06 AM by Robert Stroud with | with 1 comment(s) Tags: IT Service Management, digital natives, service broker, consumer driven IT, BYOD

• Lessons from Kodak and Other Failed Giants

  When I was in film school, I remember a student asking a question in an advanced filmmaking workshop, "what brand of film will we use?" The professor said "Kodak. Is there any other?" When I read the recent news that Kodak filed for... Posted Jan 23 2012, 03:56 PM by Eric Feldman with | with 1 comment(s) Tags: IT Service Management, IT Financial Management, business metrics, Service Portfolio Management, financial management, service delivery, business value, service consumption, Kodak

• Communicating the value of self-service with a side of innovation

  During my career in the IT Service Management space I've always been very interested in how support organizations use self-service. I've blogged at length on different aspects of self-service and knowledge management and try to be a catalyst to... Posted Jan 10 2012, 12:16 PM by Rich Graves with | with 4 comment(s) Tags: IT Service Management, self-service, HDI, knowledge documents

• The new CIO – are you ready to change role?

  In the most recent issue of Service Talk, the itSMF UK quarterly magazine I published an article on a controversial topic that has formed the basis of multiple roundtables and CIO discussions globally, the changing role of the IT and the value of the... Posted Jan 09 2012, 12:48 PM by Robert Stroud with | with no comments Tags: IT Service Management, itSMF, Cloud, CIO, IT Supply Chain, cloud choice, service broker