Home Ros Satar
Ros Satar started out her life in ITSM tackling Configuration Management head on in 2005. Ros worked as an ITSM Solution Architect and Process Consultant before deciding to combine a career in IT with journalism, now working as a freelance ITSM Analyst and Consultant.
968 Views
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August 27th, 2013
Continuing our series of looking at the changes going on in the ITSM area, I want to examine perhaps some of the issues facing the newly formed company to take the ITIL and Project Management Best Practices into the future. Fact File: Nov 2012: Tendering Process for the Best Management Practice Portfolio announced. Formerly owned...
979 Views
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August 6th, 2013
Back in my previous life, I would work occasionally with a mythical figure who could do magic—The Reporting Guy. Here was a person who could pull all kinds of details from the ITSM solution and come up with the most incredible spreadsheets, pivot tables and slide decks imaginable. There were colours, graphs, numbers that changed...
1134 Views
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July 22nd, 2013
Some time ago, I wrote about the latest happenings after the announcement by the UK Government Cabinet Office to enter into a joint venture with Capita for the Best Management Practice Portfolios. At the time, things were ominously silent on the communications front, but Capita had been busy buying up what looked like strategic purchases...
1115 Views
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June 5th, 2013
I like to think of myself as a reasonably intelligent person. I’ve been working in ITSM for many years and I understand the mechanics behind change, but it has always been one of the hardest, most arduous of processes to get right. For those who may be new to ITIL and Change Management, the textbook...
1163 Views
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May 9th, 2013
The last few weeks have been pretty big for the ITSM industry. First we had the Service Desk and IT Support Show (SITS 13 Europe) where the great and the good of ITSM and ITIL gathered. But more importantly, we had the announcement of the results of the tendering process for the best practices portfolio...
1008 Views
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April 30th, 2013
This time last year, I was just about to commence a new career as a writer and ITSM Analyst, and kicked this all off with two days at SITS 2012. In that year, I have written for a number of IT and ITSM related publications, and the experience was a very different one from twelve...
1059 Views
|
April 27th, 2013
Every now and again, an all-too-rare thing happens to me these days—I get great customer service! More often than not, bad customer service can leave us even more agitated than the situation we needed assistance with. It makes me wonder—do we, as IT Service Management professionals, value excellent service more in spite of the fact...
1145 Views
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April 11th, 2013
I only ask, because the other day I spotted a forum where a keen, recently Foundation-certified person was handed a short sharp rebuke, for asking if he could include the official logo on his résumé to show off his new skill. His chastiser was a Red-Badge old-salt who brought up the fact that this poor...
1100 Views
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March 20th, 2013
So you’ve read the ITIL book, been on the course, copied and tweaked the diagrams in PowerPoint/Visio and you have a bunch of things you can loosely term as service requests or standard changes. Surely translating that into a singing, dancing process is comparatively easy? But the book says…. Well I am not going to...
1163 Views
|
May 9th, 2013
The last few weeks have been pretty big for the ITSM industry. First we had the Service Desk and IT Support Show (SITS 13 Europe) where the great and the good of ITSM and ITIL gathered. But more importantly, we had the announcement of the results of the tendering process for the best practices portfolio...
1145 Views
|
April 11th, 2013
I only ask, because the other day I spotted a forum where a keen, recently Foundation-certified person was handed a short sharp rebuke, for asking if he could include the official logo on his résumé to show off his new skill. His chastiser was a Red-Badge old-salt who brought up the fact that this poor...
1134 Views
|
July 22nd, 2013
Some time ago, I wrote about the latest happenings after the announcement by the UK Government Cabinet Office to enter into a joint venture with Capita for the Best Management Practice Portfolios. At the time, things were ominously silent on the communications front, but Capita had been busy buying up what looked like strategic purchases...
1115 Views
|
June 5th, 2013
I like to think of myself as a reasonably intelligent person. I’ve been working in ITSM for many years and I understand the mechanics behind change, but it has always been one of the hardest, most arduous of processes to get right. For those who may be new to ITIL and Change Management, the textbook...
1100 Views
|
March 20th, 2013
So you’ve read the ITIL book, been on the course, copied and tweaked the diagrams in PowerPoint/Visio and you have a bunch of things you can loosely term as service requests or standard changes. Surely translating that into a singing, dancing process is comparatively easy? But the book says…. Well I am not going to...
1059 Views
|
April 27th, 2013
Every now and again, an all-too-rare thing happens to me these days—I get great customer service! More often than not, bad customer service can leave us even more agitated than the situation we needed assistance with. It makes me wonder—do we, as IT Service Management professionals, value excellent service more in spite of the fact...
1008 Views
|
April 30th, 2013
This time last year, I was just about to commence a new career as a writer and ITSM Analyst, and kicked this all off with two days at SITS 2012. In that year, I have written for a number of IT and ITSM related publications, and the experience was a very different one from twelve...
979 Views
|
August 6th, 2013
Back in my previous life, I would work occasionally with a mythical figure who could do magic—The Reporting Guy. Here was a person who could pull all kinds of details from the ITSM solution and come up with the most incredible spreadsheets, pivot tables and slide decks imaginable. There were colours, graphs, numbers that changed...
968 Views
|
August 27th, 2013
Continuing our series of looking at the changes going on in the ITSM area, I want to examine perhaps some of the issues facing the newly formed company to take the ITIL and Project Management Best Practices into the future. Fact File: Nov 2012: Tendering Process for the Best Management Practice Portfolio announced. Formerly owned...
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