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Monthly Archives: May 2013

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The Challenges of Disrupting ITSM Through Automation

Automation has often generated negative reactions throughout History, from the fears of machinery that inspired many cinematographic and literary dystopias to the social criticism it received during the Industrial Revolution. While it is not surprising to see its emergence in … Continue reading →

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Categories Business Impact of Automation, Social Impact of Automation

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Why Standardization is Irrelevant to IT and How to Avoid It

There's no doubt about it: ITSM is too often modelled on the principles of industrialization, as if all companies were factories. This results in an over-emphasis on processes, but also on standardization, despite the fact that this approach is not … Continue reading →

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Categories Business Impact of Automation


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  • The Challenges of Disrupting ITSM Through Automation
  • Why Standardization is Irrelevant to IT and How to Avoid It
  • Why IT Service Management and Automation Should Be Knowledge-Based, Not Process-Based
  • PULSE 2012 – Between Technology 2.0 and Enterprise IT – Happy 5th Birthday PULSE
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