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Capability ontraadseld
Het tweede woord in de mijn korte business buzzwords versimpeld is het woord ‘capability’. In ITIL®komen we het woord tegen in bijvoorbeeld : de definitie van service management. Deze luidt: ‘a set of specialized organizational capabilities for enabling value for customers in the form of services’. De definitie van capability is ‘the ability of an…
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Principes in ITIL. Als het voor de hand ligt, schrijf het op.
De nieuwe versie van ITIL spreekt in een van de hoofdstukken over principes. Deze principes waren al geïntroduceerd in een niet veel gelezen publicatie, ITIL Practioner genaamd. Maar wat maakt een principe nou bruikbaar voor jouw organisatie? Principes zijn niet iets nieuws. Niet binnen de IT en zeker niet in het bedrijfsleven. Ik persoonlijk moet aan…
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Tips om te komen tot outcome based IT-Services
Value en outcome zijn twee begrippen die steeds belangrijker worden in service management. ITIL® 4 legt nog meer de nadruk hierop. Dat zie je bijvoorbeeld in het nieuw geïntroduceerde Service Value System. Het resultaat aan het einde van de Service Value System, is ‘value’. Het benoemen van waarde (value) en eindresultaat (outcome) is moeilijk. Hier…
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Design thinking brings a new perspective to corporate culture
CIOs and IT professionals typically prioritize cost savings and process optimization, not feelings. But like it or not, their performance may soon depend on their ability to build an emotional bridge between their brands and consumers.This new mentality is known as “design thinking.” As InformationWeek points out, this approach to product planning focuses on the…
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Designing for Empathy
We are facing a crisis of empathy. In the past 20 years we’ve seen a 40% decline in the markers for empathy among college student in the United States. Research shows that even a silent phone on a lunch table between two people causes them to share less with each other, let them feel…
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Book review: ‘The Power of Habit,’ by Charles Duhigg
Human consciousness, that wonderful ability to reflect, ponder and choose, is our greatest evolutionary achievement. But it is possible to have too much of a good thing, and fortunately we also have the ability to operate on automatic pilot, performing complex behaviors without any conscious thought at all. One way this happens is with lots…
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Axelos Develops ITIL® Practitioner
ITIL Practitioner Level Axelos is developing a new certification standard for ITIL. ITIL Practitioner level is being developed to help organizations and individuals increase the value they obtain from using ITIL by offering additional practical guidance to adopt and adapt the framework to support the business. It will be the next step after ITIL Foundation…
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Book Review: Creative Intelligence –
Design professor and business journalist Bruce Nussbaum’s new book about creativity begins with an anecdote about Mick Jagger and Keith Richards. The story is about the development of their musical talent and it illustrates that creativity is less a stroke of genius than the natural result of years of study, the hard work of attention,…
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Behavior Watch: Shades of Pink
A friend recently sent me an article from the NY Times by Bruce Feiler (Train a Parent, Spare a Child). The title is quite fitting since it is the parents who create the environment and the contingencies of reinforcement that shape the child’s behavior. However, the article is really about how bribing children is a…
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Flying rockets with Air Traffic Control The Netherlands
Last week we ran an Apollo 13 business simulation combined with a design workshop for Air Traffic Control in The Netherlands. One of the biggest reasons was to focus on their IT Change management process.
