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Service Management Art offers readily available training programs, enabling you to take action on changes now. These programs are designed with you, your people and your customer in mind - and will contribute to your bottom line. |
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Carrots and Whips are for the 'Undecided'.
If you ever have tried to quit smoking, drink less alcohol, lose weight, or change some major behaviour that you have habitually done for many years, you know how powerful habits are. Human habits are ' a tough nut to crack', but it is very rewarding to break through the barrier holding you back.
A powerful way to change is to learn 'Why We Do What We Do'. Usually, we do not change long held beliefs or behaviours unless we are somehow 'rocked' or 'shocked', and we are motivated to change only when seeing the benefits or rewards for our actions. Human behaviour is often compared to 'Donkey Behaviour' - we run from the whipping of our behind, or we run after the tasty carrot in front of us.
Motivational 'Whip - Change'
Animal rights organizations understand very clearly 'how the whip works'. They show us very graphic images or videos that show the negatives of eating meat, hunting or wearing fur. Their aim is to shock us into changing our way of thinking about animals - urging us to change.
Motivational 'Carrot - Change'
Marketers are very good at showing us carrots (ads). They try to change our habits and behaviours by bombarding us with messages of pleasure, happiness and satisfaction. Images of beautiful women and handsome men, trendy clothing, speedy cars, or the promise of amazing profits tell us how much better life will be if we bought these products.
Motivational 'Self - Change'
To make our own personal changes, we need to create a good understanding of the negatives (whips) and the positives (carrots), so we can anticipate what we will gain by changing. In other words: 'Pain & Pleasure' are powerful driving forces and we have to learn to use them properly by... choosing direction.
Author Lewis Carroll (Through the Looking Glass / Alice in Wonderland) wrote in 1872: ... One day Alice came to a fork in the road and saw a Cheshire cat in a tree. She asked him:
Alice: Which way should I go?
Cat: Well, where are you going?
Alice: Eh... I don't know where I'm going...
Cat: Then it doesn't matter which way you go...
Carrots and whips are for the 'Undecided'
All of us will continue to encounter lots of carrots and whips on our path, but if you haven't decided 'Which way you're going', you won't be able to make the right decisions.
Effective change management is simply 'KNOWING Where You're Going'. How will you cope with 'Change' in 2008?
Merry Christmas and a Happy New Year!
Service Management Art
Peter Lijnse
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| To get you in the mood for the ITIL v3 Christmas
by Farah Remtulla
(Jingle Bells)
Service, service, service management rock
Version 2 swings and Version 3 rings
Snowing and blowing up bushels of fun
Now the version hop has begun!
Service, service, service management rock
Service cycles chime in their phases of time
Dancing and prancing in Certification Square
In the frosty air.
What a bright time, it's the right time
To rock lifecycles away!
Version 3 time is a swell time
To go gliding in a one-horse SKMS
Giddy-up jingle CMS, pick up your CMDBs
Jingle around the cycle
Mix and a-mingle in the jingling phases
That's the service,
That's the service,
That's the service management rock!
OR
(The Twelve Days of Christmas)
On the first day of Christmas
my Service Manager sent to me:
Relationships in a CMDB.
On the second day of Christmas
my Service Manager sent to me:
Two Known Error Bases
And Relationships in a CMDB.
On the third day of Christmas
my Service Manager sent to me:
Three RFCs,
Two Known Error Bases
And Relationships in a CMDB.
On the fourth day of Christmas
my Service Manager sent to me:
Four Service Providers,
Three RFCs,
Two Known Error Bases
And Relationships in a CMDB.
On the fifth day of Christmas
my Service Manager sent to me:
Five Service Desk Agents,
Four Service Providers,
Three RFCs,
Two Known Error Bases
And Relationships in a CMDB..
On the sixth day of Christmas
my Service Manager sent to me:
Six geeks a laying,
Five Service Desk Agents,
Four Service Providers,
Three RFCs,
Two Known Error Bases
And Relationships in a CMDB..
On the seventh day of Christmas
my Service Manager sent to me:
Seven SLAs a swimming,
Six geeks a laying,
Five Service Desk Agents,
Four Service Providers,
Three RFCs,
Two Known Error Bases
And Relationships in a CMDB.
On the eighth day of Christmas
my Service Manager sent to me:
Eight MI's a milking,
Seven SLAs a swimming,
Six geeks a laying,
Five Service Desk Agents,
Four Service Providers,
Three RFCs,
Two Known Error Bases
And Relationships in a CMDB.
On the ninth day of Christmas
my Service Manager sent to me:
Nine PIR's Pending,
Eight MI's a milking,
Seven SLAs a swimming,
Six geeks a laying,
Five Service Desk Agents,
Four Service Providers,
Three RFCs,
Two Known Error Bases
And Relationships in a CMDB.
On the tenth day of Christmas
my Service Manager sent to me:
Ten PMs a leaping,
Nine PIR's Pending,
Eight MI's a milking,
Seven SLAs a swimming,
Six geeks a laying,
Five Service Desk Agents,
Four Service Providers,
Three RFCs,
Two Known Error Bases
And Relationships in a CMDB.
On the eleventh day of Christmas
my Service Manager sent to me:
Eleven process managers a piping,
Ten PMs a leaping,
Nine PIR's Pending,
Eight MI's a milking,
Seven SLAs a swimming,
Six geeks a laying,
Five Service Desk Agents,
Four Service Providers,
Three RFCs,
Two Known Error Bases
And Relationships in a CMDB.
On the twelfth day of Christmas
my Service Manager sent to me:
Twelve customers screaming,
Eleven process managers a piping,
Ten PMs a leaping,
Nine PIR's Pending,
Eight MI's a milking,
Seven SLAs a swimming,
Six geeks a laying,
Five Service Desk Agents,
Four Service Providers,
Three RFCs,
Two Known Error Bases
And Relationships in a CMDB.
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Peter's Power Play
A Christmas Story
Once upon a
time there was a seven year old boy that had every toy you could think
of. He enjoyed all his toys, but he also had the idea something was
missing. His parents always made sure he had the newest toys, because
they thought this would make him happy.
Every Christmas the boy would find it difficult to add something to his list, but everything he put on there, would always show up. He had learning toys, he had toys to tinker with, he had discovery toys, he had the newest and fastest computer, etc. etc. In a strange way it became a bit of a chaos. Too many toys he never played with (or had even lost in the pile of toys he had). Four weeks before Christmas he found a new magazine. The magazine was called the Intelligent Toy Inventory Library (or sometimes called ITIL). While he was looking through it he found the coolest thing: A Chaos Management System (a CMS). He so needed to have this, this was the best thing ever. It would categorize his toys, it would check his room for all the toys, it even had a link to a system that would warn him if any batteries were nearly dead. This is what he wanted. So this is what he put on his Christmas wish list.
Santa was reading through a whole bunch of lists until he came across the one from the boy. Santa had never heard about this CMS. It sounded scary. Luckily all his elves were very capable of making toys. A couple of days before Christmas Santa checked in with the elves how they were doing with developing the CMS. All the elves had build different components, unfortunately they had not been able to build proper interfaces between them. It looked like this was never going to work! Now what! What to do with this present from this boy?
On Christmas morning the boy ran downstairs to see where his presents were. He had only a few small packages. That did not look like a CMS would fit in there?! He opened his packages and nothing mentioned a CMS. The boy started to become upset. He did not get his new toy. But wait underneath the tree was a small envelope. The boy quickly opened the envelope and to his surprise there was a voucher there. Not for a CMS but for a service to clean up his toys, to organize them, to help them find them and to ensure that toys he did not want anymore would go to other children that would love them. The boy got a process to organize the toys instead of another toy to the collection.
It took some while for the boy to get used to all of this, but eventually he started to like it. Santa was glad he had helped the boy and made sure that the magazine mysteriously vanished. Hopefully no one ever will think of this again.
Service Management Art
Peter Lijnse |
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BOOK REVIEW
New books available in our bookstore.
 We have reached an agreement with the publisher to sell the books written by Randy Steinberg!
Randy A. Steinberg has over 25 years' experience implementing and managing IT infrastructures and service management solutions at numerous companies around the world.
Books by Randy Steinberg:
- Implementing ITIL - Adapting Your IT Organization to the Coming Revolution in IT Service Management
- Measuring ITIL - Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives
- Servicing ITIL - A Handbook of IT Services for ITIL Managers and Practitioners
Please visit our bookstore for more information on these books!
Buy this book now! |
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TRAINING
The following training courses are planned for 2008:
ITIL V2/V3 package:
We are offering two ITIL v2 Foundation training sessions in Q1 of 2008. These courses will be followed a month later with an ITIL v2 to v3 bridging course.
Calgary
Jan 29 - 31, 2008 - ITIL v2 Foundation course (option 1)
Feb 26 - 28, 2008 - ITIL v2 Foundation course (option 2)
Mar 17, 2008 - ITIL v2 to v3 bridging course
ITIL v3 Foundation
Calgary:
Feb 4 - 8, 2008
Vancouver:
Feb 13 - 15, 2008
Victoria:
Mar 11 - 13, 2008
Apr 8 - 11, 2008
ITIL v2 Service Manager
We are doing one more ITIL v2 Service Manager course in Vancouver:
Feb 4 - 8, 2008 - Week 1 Service Support
Mar 3 - 7, 2008 - Week 2 Service Delivery
Apr 8 - 11, 2008 - Week 3 Exam Review and exams
ITIL Service Manager Bridging Course v2 to v3
We are planning this course for end of quarter 1 of 2008. All students that did their ITIL v2 Service Manager Certification through Service Management Art in 2007 or 2008 will get a discount on the Service Manager Bridging course. Please stay tuned for more details.
For more information call:
403 219 4195
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Service Management Art Peter Lijnse
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