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Free Library: Best Practices, ITIL, Lean+Six Sigma

case studies, videos and articles (white papers) on the appropriate use of these external bodies of knowledge

How Organizations Should Work

Provocative essay: Best practices
imitating others may actually do more harm than good

Provocative Essay: Best Practices

Executive summary: ITIL implementation
how to avoid the pitfalls in implementing best practices in service management

Executive Summary: ITIL Implementation

Provocative essay: Lean + Six Sigma
process-improvement methods that had best know their place

Provocative Essay: Lean + Six Sigma

Essay: ITIL: Demand Forecasting and Service-based Funding
demand management, service costing, and investment-based budgeting as a single integrated process.
with Troy duMoulin, VP of research, innovation, and product development, Pink Elephant

IT Service Management (ITIL) and internal market economics

Abstracts

Free library

Books

Speech abstracts

NDMA coaching/consulting services

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