A Profile in Change Management : Housing 21 Information Services Team
Housing 21 is a leading, not-for-profit provider of retirement housing and extra care for older people of modest means. ...
A Profile in Knowledge Management : Chick-fil-A HELP
Chick-fil-A is the third largest American fast food restaurant chain and the largest specializing in chicken. The compan...
A Profile in Service Improvement: Mercy Technology Services Help Button
Mercy Technology Services (MTS) provides and manages technology solutions for Mercy, one of the largest Catholic health ...
7 Steps to Incident Categorization
In part one of this series, I looked at basic categorization schemes and why categorization is so important for decision...
The Ability to Be Agile: The Human Experience
No doubt this year has been a great teacher of all sorts of things for us. I know I was pushed to limits that I have not...
Who's in Your Tribe? Why Surrounding Yourself with Top Performers Makes You a Better Leader
Jim Rohn once said, "You are the average of the five people you spend the most time with." That theme hit a re...
Sample SLA
Service Level Agreement (SLA) For the Provision of Technology Support Services to ABC Company.
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6 Ways to Help Team Members Hold Colleagues Accountable
In this series, I've focused each individual article on a step to building a strong and cohesive team. In the event ...
ITIL Request Model Template
'Service requests' are the way that users formally request something. They are interactions with users or customer...
ITIL Service Definition & Configuration Record
Many organisations are tackling how best to define their services and publish a service catalogue to their business and cu...

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