Written By Graham Furnis

I want to take a moment with this article to write about a recent email circulating our office. It was sent from one of our vendors in response to a series of service interruptions affecting all of their customers.

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Graham Furnis, itil, itsm, itSMF

Are you looking for ITIL questions to help test your knowledge before you go to write your ITIL v3 Foundation exam? We've got them - lots of them - daily!!

Introducing Thought Rock Daily - ITIL Question of the Day! 

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itil, ITIL Question of the Day, Thought Rock Daily


"Start playing chess instead of checkers in how you influence". Jill Donahue, Excellerate.


What a fresh and inspiring presentation from leadership and change consultant Jill Donahue.   This 45 minute educational webcast walks the audience through how to influence behaviour both in your professional and personal life.

As promised in her presentation, Jill has followed up with two additonal tools:

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business, Changing Behaviour, Coach, Influencing Behaviour, Jill Donahue, Leadership

Last week Lou Hunnebeck and Malcolm Fry joined us to discuss the upcoming ITIL v3 publication update

Thought Rock members from across the globe tuned in to learn what the upcoming ITIL change meant to their IT departments, how it impacts ITIL certifications and to overall distinguish rumour from fact.

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itil, ITIL Exam, ITIL Update, Lou Hunnebeck, Malcolm Fry, v3 Foundation

Written by Graham Furnis

This article discusses the Continual Service Improvement (CSI) model and its top level step of “what is the vision”. The model is easy to understand, but not as easy when applying to day to day work. The problem I find is that Vision is too high level in concept for guiding day to day improvements. In absence of this guidance, I often find my clients trying to improve everything. I always remind them that “just because we can improve everything; does not mean we should”. We need to be focused.

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