Opinion Pieces

arguing, 360

Can we stop arguing definitions and instead collaborate to improve ITSM?

Is Lean more suitable than ITIL for addressing the challenges facing IT?  James West says that the debate around this question reveals a fundamental flaw in the ITSM industry which is stopping us progressing and answering the questions which threaten all of our livelihoods. The Lean and ITIL article predictably inspired much debate, with some comments […]

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Steve football, 360

Why Total IT is the future by Steve Straker

Not only is the recent ServiceDesk360 article about Total Football principles being applied to ITSM based on sound thinking, but the concepts introduced should be taken further. Steve Straker of Fujitsu Systems argues that fluid, multi-purpose IT teams are essential for delivering what businesses demand of them. I was intrigued by your article on Total […]

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