Developing strategies and approaches to change this culture is key to moving our organizations to a Service Management model. It all starts with taking the time to plan, analyze and implement processes. Not easy but the end results are far more effective than ad hoc solutions created in a time of crisis. We don’t need another Hero!
Dr W. Edwards Deming’s work on quality control provided guidance for management and team development. We reviewed Dr W. Edwards Deming’s work on quality control in Japan in one of my project management courses. Deming is best known for his focus on quality and improvement. Many of us are familiar with Deming’s Cycle for Improvement: (PDCA)… Read More »
Hard to believe that time has gone so quickly in my CIO role. On March 17, 2013 I have been the Director of Information Technology at the American University of Sharjah in Sharjah, United Arab Emirates for 180 days. It has been a huge change for me especially after spending 20 years at the British Columbia… Read More »
In 2004, we began down the road of adopting the IT Infrastructure Library framework. We began implementing our ITIL processes with Incident Management and Service Desk. We quickly followed with creating a Service Catalogue. The next major process was Change Management. A group of key people were assigned to become our IT Change Advisory Board… Read More »