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Copyright © 2012
Concentric Circle
Consulting-
All rights reserved.
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| Our Publications and Presentations |
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Books:
September 2011
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 IT Tools for the Business when the Business is IT - Selecting and Implementing ITSM Tools. (TSO, Norwich) Highlights from the book include a discussion of the architectural foundations of selecting tools, a conceptual data model for the high level objects managed by ITSM tools and complete process flows for the entire selection and implementation activities. The book will be accompanied by a set of downloadable files, available as a separate product.
Order the book here.
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Articles:
November 2011
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“Using Customer Satisfaction Metrics to Drive Service Improvement: A Review of The Ultimate Question 2.0”. At Your Service, Vol. 1 No. 6, pp. 33-35. |
September 2011
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“What is New in the ITIL 2011 Glossary Update?”. At Your Service, Vol. 1 No. 5, pp. 16-25. |
August 2011
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co-translator of French translation of “ITIL 2011 Glossary", TSO in conjunction with the Cabinet Office and APMG. |
Presentations:
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"Enterprise Architecture Meets IT Service Management Technology", 4. ITIL Forum Schweiz 2012. Enterprise Architecture meets IT Service Management technology. Choosing the right tools to deliver the right value in supporting IT Service Management is enhanced by basing the selection criterion on an IT Service Management data and application architecture. This architectural framework is introduced and examples of how architecture helps manage ITSM tools throughout their lifecycles are provided. |
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"Application Architecture and the Selection of IT Tools", IT Tooling Event. Selecting an IT tool is often a one-off decision made in isolation and with little thought to an overall tooling strategy. As a result, each tool's lifecycle is often unplanned and the potential value of the tool is often not realized. Part of the requirements definition phase for any tool should include reference to the organization's architecture, at the business level, the data level and at the application level. This presentation examines the architectural foundations of the tool selection process and describes how it guides the selection of tools in the short, medium and long term. Free registration in advance here. |
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"Build Your ITSM Tool Set using an Architect", IT Best Service 2011. Presentation of how the selection and implementation process of ITSM tools should be based on ITSM architectural principles. Presentation is drawn from the book IT Tools for the Business when the Business is IT. |
22 September 2011, Brussels
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“IT Tools for the Business when the Business is IT”, itSMF Belgium Tooling Event. Presentation of how the selection and implementation process of ITSM tools should be based on ITSM architectural principles. Presentation is drawn from the book IT Tools for the Business when the Business is IT. |
1 June 2011, Belgrade
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“From Spaghetti to DNA—A Holistic Approach to Process Definition and Documentation”, itSMF Southeast Europe Conference. A description of how to move from spaghetti-like end to end processes to modular processes that are maintainable, easy to understand and to use. |
21 May 2011, Athens
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“The Cost of Quality—Building a Service Management Business Case and Preparing for Continual Improvement”, itSMF Greece Annual Conference. A discussion of building business cases for ITSM improvement initiatives based on the Cost of Quality method. |
17 November 2010, Budapest
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“From Spaghetti to DNA—A Holistic Approach to Process Definition and Documentation”, itSMF Hungary Annual Seminar. A description of how to move from spaghetti-like end to end processes to modular processes that are maintainable, easy to understand and to use. |
24 March 2010, Budapest
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“Chronicle of a Death Foretold—Why the Service Lifecycle is not Build->Deploy->Operate->Design->Test”, itSMF Hungary Annual Conference. A discussion of common issues in poorly managed projects that lead to expense, delay and low quality services. |
6 November 2009, Budapest
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“The Cost of Quality—Building a Service Management Business Case and Preparing for Continual Improvement”, itSMF Hungary Annual Seminar. A discussion of building business cases for ITSM improvement initiatives based on the Cost of Quality method. |
3 November 2009, Prague
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“The Cost of Quality—Building a Service Management Business Case and Preparing for Continual Improvement”, itSMF Czech Republic Annual Conference. A discussion of building business cases for ITSM improvement initiatives based on the Cost of Quality method. |
22 Sept. 2009, Copenhagen
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"What IT Service Management can Learn from the Aviation Industry", Dansk IT Annual Conference. Many of the weaknesses in implementations of ITSM processes, such as in configuration, availability, capacity, incident and problem management, have robust solutions in the aviation industry. What is different, and what can IT learn from aviation? |
28 May 2009, Ohrid
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"ISO/IEC 20000 – Certification and Qualification Aspects", itSMF 3rd Regional Conference, Southeast Europe. An overview of what is entailed in certifying an organization as conforming to ISO/IEC 20000, as well as the training and qualification systems for practitioners, consultants and auditors. |
7 June 2005, Paris
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« Les outils soutenant vos processus de gestion des services informatiques », ITIL 2005. An overview of the state of ITSM tool support for the processes described in ITIL V2. |
2 November 2004, Geneva
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"ITIL and the IT Service Management Forum", CERN Computing Seminars. An overview of the benefits to an IT organization of ITSM and membership in itSMF. |
28 October 2003, Copenhagen
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"Perspectives on Availability", itSMF Denmark Inaugural Conference. A challenge to the ITSM industry to find organizational methods for improving availability management. |
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