The best we’ve got?

approaches beyond ITSM

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Background

o Technology

o Psychology

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Social Psychology Work Psychology

Hardware Operations Development Support ITSM Data ?

IT at the crossroads

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?ITSM ITSM ITSM ITSM

Paradigms and shifts

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ITSM

?

ITSM - powered by...

o Scientific management

o Systems thinking

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Chaos + IT service

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Work psychology & IT service

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I n t e r n a l i s a t i o n

Extrinsic motivation Intrinsic motivation

Got That?

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Lumiere!

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CONTROL Values

Chaos

The Past & The Future

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Thanks 4 Listening

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(appx A) Hierarchies of (IT) needs

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Esteem

Love/Belonging

Safety

Physiological

Self-Actualisation

Business Advantage

Innovation

Usability

Stability

Revenue

Maslow ITSM ‘The Business’

Stability

Targets Met

Manageability

Procedural

Self-Service

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(appx B) A Cybernetic System

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