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The Perils of a ‘Lift and Shift’ Approach to an ITSM Tool Implementation

“Insanity: doing the same thing over and over again and expecting different results” Albert Einstein While not a medical definition, and I mean no disrespect to anyone suffering from mental illness, Albert Einstein was making a very important point with his definition of insanity. I interpret it as not making the same mistake twice. What’s […]
How much ITSM process is too much?

When it comes to ITSM processes, just how much process is too much? To many of us in the IT industry, process is a “dirty word”, a necessary evil. The word conjures up images of mindless IT bureaucrats more focused on forms than on getting things done. Process is definitely not applicable to today’s world […]