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SMITten with ITSM
-by Rob Saxon
Since service management is far more important to our customers than information technology, the acronym should be SMIT--or Service Management through Information Technology--rather than ITSM. There are many methods for structuring the improvement of the service that we provide to our customers, but all of the complexity boils down to a few important considerations.
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 The Internal Customer
-by Andy Jordan
Maybe we should consider our internal customers as just that--customers. That doesn't mean that we stop using ITIL and start entering them into our CRM system, but we should provide them with the same standard of service--and expect the same level of commitment.
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 Full Service ITIL
-by Mike Donoghue
In the beginning of your ITIL implementation, setting up a process for service level management must be near the top of your list of priorities. Here are some items designed to get the ball rolling.
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Book IT
- by Michael Wood
(Dec 3, 2007)
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 gantthead Blog
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Do Your IT Projects Produce?
from
Project Management 2.0
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| Situation: You deal with highly repeatable processes and new components in most project cycles.RPlan is a project management tool which is very popular in automotive manufacturing, with clients such a ...
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| Posted By:
Dave Garrett
on
November 16, 2009 09:10 AM
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recent blog postings
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The Art of War - Chapter 1 - Part 4
from
Drunken PM
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| ----------
MACWORLD PM MEETUP
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Having defined that which is to be measured, Sun Tzu provides examples of things to be considered when examining the five measures. He recommends determin ...
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| Posted By:
Dave Prior
on
February 05, 2010 10:20 AM
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MacWorld PM Meetup
from
Drunken PM
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| If you are a PM and you are going to be at Macworld I'd like to meet up with you because, well, I know you are out there and let's face it - there is strength in numbers. I am working on details now, ...
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| Posted By:
Dave Prior
on
February 02, 2010 07:51 AM
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featured video
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Corporate Social Responsibility and the Project Manager
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Jennifer Russell moves past the current CSR fads and explains why you, as a project manager, should be concerned with corporate social responsibility. Learn how responsible and sustainable projects have a real impact on the success of your projects, your business, and ultimately your career.
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Department Highlight: Project Management
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Haiti: A Crisis Management Nightmare (Part 1)
- by Bob Weinstein
(February 8, 2010)
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An absence of leadership has crippled rescue efforts. For crisis managers in all areas, this tragedy is a harsh reminder that provides some important lessons.
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Department Highlight: Extreme PM
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Product Qualities Approach, Agile Style
- by Ryan Shriver
(February 1, 2010)
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Using product quality to deliver business value in agile development is vital. This article provides a how-to for progressive change agents interested in delivering products that generate measurable business value for their customers and stakeholders. You’ll learn how product qualities differ from functions, how to identify the right ones, measure them and use improvements to drive business results.
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recent questions
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Business Case,
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PROJECT MANAGEMENT
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Application Solution,
Data Warehouse,
Business Re-engineering,
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Information Strategy Planning,
JPACE Project Management,
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RAD - Rapid Application Development,
Siebel Implementation,
Value Stream Assessment,
Web Development,
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sponsored announcements and special offers
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| A conference is a gathering of important people who singly can do nothing, but together can decide that nothing can be done. |
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