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Michiel Croon

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Michiel is a service management consultant working for Dutch IT service provider Conclusion. He tends to add creativity to boring topics, taking a generic approach to solve specific problems. He has worked as a team lead, project manager, coach, trainer and advisor to customers in all sectors and regions of the Dutch economy. One of his favorite oneliners is “A fool with a tool is still a fool” which also happens to be his Twitter handle. Michiel is a fan of story telling and tends to make (and keep) organizational performance measurable.

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What Problem Does ITIL Solve?

You need to improve the way that IT delivers. You see IT service management (ITSM) as the way forward. But there’s a problem. ITSM...