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ONLINE BOOKSTORE CUSTOMER FEEDBACK TECHNOLOGY NEWS ITSM  IPTV  Publications Ken Turbitt Blog Aidan Lawes Blog Paul Gostick Blog Dr Jenny Dugmore Blog Shirley Lacy Blog Alim Ozcan Blog Juan Jimenez Blog Ian Clayton Blog Nas Ozcan Blog Aidan Mills Blog ITSM Women in Work Index 2018 What's driving the gender pay gap and what gains can be made from closing it?... ITSM The General Data Protection Regulation Benchmarking Survey How are organisations facing the challenge of complying with the most radical overhaul of data protection laws in a generation?... ITSM Digital Health Technology Vision 2018 Health organizations are embracing intelligent technologies but must do more to prepare for societal impact... ITSM 2018 Supply Chain Top 25 Unilever defends top position; McDonald's joins the 'Masters' category... ITSM Ten Strategic Technology Trends for Government Technologies that enable new service models for digital government must be at the top of the list for government organizations as they prioritize technology investments... ITSM The Robots are Coming: Are CEOs Ready for the Era of Automation? CEOs agree that robotics is going to make their companies more efficient, with 94% of those who've already adopted robotics saying that it's increased productivity in their business... ITSM The 2015 Chief Digital Officer Study More companies are appointing a Chief Digital Officer to join their C-suite - but are they doing it quickly enough?... ITSM 18th Annual Global CEO Survey The United States has overtaken China as top target for growth for the first time in five years...  Latest 3 November 2009 | Shirley Lacy Blog Getting the Best From Our Staff - Are Our People Motivated to Reach Optimum Performance? This week Shirley looks at what is needed to re-motivate and re-energise staff....... 29 September 2009 | Shirley Lacy Blog ITIL training and organisation development - Are you getting best value? This week Shirley looks at how IT organisations can use ITIL training as part of their organisational development....... 27 August 2009 | Shirley Lacy Blog What Motivates Individuals to Learn about ITIL Service Management This week Shirley looks at what motivates people to learn about IT Service Management and ITIL....... 29 July 2009 | Shirley Lacy Blog Does the ITIL Qualification Scheme Work? This week Shirley looks at why we need a qualification scheme that supports the adoption of service management standard practices across the global supply chain....... 10 July 2009 | Shirley Lacy Blog Facing New Challenges with Pragmatic Configuration Management This week Shirley looks at the challenges with Configuration Management and reviews the recent BCS and itSMF conference....... 10 June 2009 | Shirley Lacy Blog Poor Change and Upgrades Impact Customer Service This week Shirley looks at how change within an organisation can impact the quality of customer service....... 2 June 2009 | Shirley Lacy Blog Process Assessment for IT Service Management - Latest News from the International Standards Meeting This week Shirley looks at Process Assessment and Reference Models for IT Service Management and also gives you her feedback on last weeks International Standards meeting....... 14 May 2009 | Shirley Lacy Blog Making the Most of Your Assets - Reducing Cost & Risk This week Shirley talks about upcoming industry events that will help you reduce cost and risk during the downturn...... 1 May 2009 | Shirley Lacy Blog Business and IT Change Management - Understanding the Impact, Dependencies and Risks of Change in Turbulent Times This week Shirley looks at why to many complex changes within an organisation can be difficult to assess...... 21 April 2009 | Shirley Lacy Blog IT Service Management Assessment Models - Process and Organisational Maturity This week Shirley looks at the proposed ISO/IEC 20000 Process Reference and Assessment Models for IT Service Management...... 7 April 2009 | Shirley Lacy Blog Moving From the Old World to the New World - The Service Oriented Enterprise This week Shirley looks at what an organisation needs to achieve certification for a management system standard like ISO/IEC 20000...... 3 April 2009 | Shirley Lacy Blog ITIL Copyright and Royalty Challenges This week Shirley looks at copyright protection and the challenges that the on-line world faces controlling it...... 27 March 2009 | Shirley Lacy Blog Selecting ITSM Solutions and Tools This week Shirley looks at standards and the vital role they play creating industry efficiency...... 18 March 2009 | Shirley Lacy Blog ITIL and Agile Working Together This week Shirley takes a looks at organisations that are adopting agile methodologies and ITIL and predicts that they will be in a fantastic position to implement changes better, faster and cheaper..... 10 March 2009 | Shirley Lacy Blog On-line Videos and Virtual Exhibitions This week Shirley looks at virtual worlds and business videos as being key business drivers for marketing for 2009.. .... 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