Resources

Read Karen’s papers and view her presentations.

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    The BYOD Revolution Means ITSM Evolution

    The adoption of Bring Your Own Device (BYOD) practices in the enterprise is gathering momentum. By 2016, Gartner predicts 38% of companies will have stopped buying devices for employees; by 2017, half of employers will require their employees to supply their own devices; and by 2020 85% of companies will have some sort of BYOD program. This paper explores how IT Service Management (ITSM) can support the BYOD movement and also what the emerging trend means for ITSM.

    This is the paper supporting Karen’s itSMF Australia conference LEADIT14 presentation.

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    ITSM Monopoly – The Game of Tool Selection

    The approach of many organisations when selecting an IT service management solution is like a game of Monopoly. They start at GO with little or no preparation and are then faced with a plethora of available tools to choose from, just like the mass of properties on the Monopoly board. They have no idea how to play the game. Selecting an ITSM tool should not be a roll of the dice. This presentation aims to equip the audience with the steps needed to ensure that the right tool for the right price, that meets the needs of the business is selected.

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    IT Service Management Monopoly – Don’t Make ITSM Tool Selection a Game of Chance

    The approach of many organisations when selecting an IT service management solution is like a game of Monopoly. They start at GO with little or no preparation and are then faced with a plethora of available tools to choose from, just like the mass of properties on the Monopoly board. They have no idea how to play the game and shop on the ‘right’ side of the street. Selecting an ITSM tool should not be a roll of the dice. This paper aims to equip the reader with the steps needed to ensure that the right tool for the right price, that meets the needs of the business, is selected.

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    Balanced Diversity – Which Practices for Which Change?

    At TFT12, I spoke about how successfully embedding change into organisational culture is one of the biggest challenges we face whether the change be in organisational structure, processes, people, geography, technology and so on. It proposed the adoption of a new and innovative framework, which provides a portfolio approach to embedding change. The framework provides a balanced approach using a wide range of practices. It is the adoption of a diverse set of practices within a balanced portfolio – (A Balanced Diversity) – that is required to achieve sufficient penetration and traction that will ensure successful organisational change. You can read the white paper here.

    At TFT13, I will take it a stage further and place the framework into a context of an organisational change methodology to ensure that the right practices for the change in hand are selected. No change is the same and therefore the practices employed to enable a successful outcome will be different for each change. This presentation will reveal the knowledge that must be gathered and the questions that must be answered to ensure the right practices are chosen and how that can be accomplished.

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    ITSM Solutions and Organisational Change Management

    I was recently asked by a ITSM tool vendor why tool implementation projects should include organisational change management (OCM). I have also seen many well run ITSM tool projects fail due to the lack of integrated OCM. This paper explores the need for OCM as an integral part of the project. It discusses the benefits to be gained from using OCM to prepare the organisation for the changemanage the change and reinforce the change to ensure it becomes embedded into the fabric of the organisation and ROI is recognised.

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    The State of Change Management

    Forrester research (2011) revealed the poor state of change management in the majority of organisations surveyed. This paper explores the reasons that change management is failing in so many organisations and the actions that need to be taken to rectify the situation.

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    Balanced Diversity – A Portfolio Approach to Organisational Change

    This paper presents a new and innovative framework for embedding IT Service Management change into organisational culture. The framework is a result of the research commissioned by the Network for Business Sustainability (NBS) and undertaken by Dr. Stephanie Bertels, Daniel Papania and Lisa Papania at Simon Fraser University. This framework will be an invaluable addition to the toolkit of every change leader. The book of the same name that provides in-depth application of the framework to ITSM is available from your local itSMF bookstore.

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    A 4-Letter Acronym Sending CIOs Running Scared – BYOD

    A 4-LETTER ACRONYM SENDING CIOS RUNNING SCARED – BYOD
    WHAT THIS MEANS FOR THE OTHER 4-LETTER ACRONYM – ITSM
    Bring Your Own Device (BYOD) or Bring Your Own Computing (BYOC) is being embraced by some organisations and making others break out in a cold sweat. BYOD is here now and is not going to go away – in fact it is already happening – and therefore organisations need to prepare for, and manage the situation. This paper discusses what this means for IT Service Management (ITSM).

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    Armed and Extremely Dangerous – The Service Catalogue is More Than Just a Tool

    Despite the well-used phrase ‘a fool with a tool is still a fool’ there are still many service catalogue initiatives that start and end with the selection of technology. These initiatives are doomed for failure. Armed with technology alone will be extremely dangerous to the success of your service catalogue. This paper discusses how to implement a successful service catalogue with technology selection a crucial component but one of many critical success factors.

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    Why SLAs Fail

    There is an inordinate amount of articles and presentations available on the internet (and elsewhere) entitled “Why Service Level Agreements Fail”?

    So if there is so much guidance to prevent SLAs from failing, why is it that they still do?

    It is my belief that it is not the SLA itself that fails, (that is just a document), but the Service Level Management process and its implementation that causes the failure.

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    Balanced Diversity 2012

    This presentation introduces a new and innovation framework to successfully embed organisational change of any type into any organisation.

    The framework contains 59 distinct practices that can be applied to each organisational change. They key is to select a balanced number of practices from each of the quadrants of the framework. A combination of informal and formal practices and (a) deliver on current commitments (fulfilment) and (b) take the organisation forward on its change journey (innovation).

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    Armed and Extremely Dangerous – The Service Catalogue is More Than Just a Tool

    This presentation explores what a service catalogue ‘really’ is and the benefits it can bring to an organisation.

    It discusses where to start and the right approach to take. It explores the static service catalogue as a starting point before moving on to an actionable service catalogue requiring supporting technology.

    It concludes with top 10 tips for building and effective service catalogue.

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    What’s CSR Got To Do With IT?

    What has Corporate Social Responsibility (CSR) got to do with IT? Should those of us in IT worry whether we have a part to play in support of our organisation’s CSR policy? This presentation explores the direct link between CSR, IT and IT Service Management.

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    How Green is Your ITIL?

    This presentation explores how the service management best practice framework can be used to improve ICT sustainability in your organisation.

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    Lost World of Problem Management

    Many organisations are still struggling with the concept of Problem Management. This presentation explores the challenges facing organisations when trying to implement Problem Management and why so many fail to do it successfully. This presentation will enable you to find “The Lost World of Problem Management”.

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