Following is a list of articles published by Charlie as well as articles in which he is quoted or an article is referenced.
Media Mentions
- Build Trust Through Intimacy (Network HQ Blog with Larry James)
- Eight Steps to Organizational Effectiveness (IT Business Edge)
- IT Service Management Offerings Consider New Organizational Approached (iETSolutions)
- ITSM in 2011 (ITSM Portal)
- Jobs in post-recession USA demand multiple skills (USA Today)
- Why ITIL Service Management benefits from SOA and Agile methodologies (ZDNet.com)
Published Works
- An Apple a Day: Creating a Strategic Service Desk (HDI Support World)
Becoming a strategic service desk that owns the relationship with IT’s customers will require fundamental shifts in how the service desk operates. Primarily, it requires the service desk to evolve from being a support provider to a service enabler. The se - Becoming a Transformational Leader (CastlePointe)
Leading a transformation effort requires all of the leadership skills you probably already have, but they must be applied very deliberately to be effective in this context. The reason is that, in many cases, leadership is simply about vision and confidenc - Building an IT Metrics Correlation Model (IT Business Edge)
The primary focus of any IT Service Management or IT Transformation effort is to improve service delivery and operational efficiency in order to deliver the appropriate level of service in the most cost-effective manner possible. In order to do that, you - Creating a Service Portfolio Through Markets and Customer Segments (CastlePointe)
The most well run organizations in the world are masters at defining and understanding their markets and customer segments. World class IT organizations should be no different. By clearly defining and understanding what markets you compete in, and by ha - Creating Business Value Through Your IT Culture (IT Business Edge)
There has been a significant push toward understanding value within IT organizations in recent years. You must create a deliberate and cohesive culture that is focused on delivering a specific customer experience. It is only through delivering this custom - Creating Organizational Agility (IT Business Edge)
Business is moving faster and faster every day - and demanding that IT move with it. As a result IT organizations are moving toward new development methodologies, approaches and tools such as SOA and Agile to reduce time to delivery of critical business a - Creating Value Through Intimacy (IT Business Edge)
Creating intimacy with your customer that is built upon a foundation of trust and credibility will allow you to become the IT organization that your customer has always wanted. One that understands their goals, challenges and opportunities and brings solu - Ensuring Cultural Adoption (CastlePointe White Paper)
This white paper explores how to ensure cultural adoption through a series of specific activities that must occur after “implementation.” - From Silos to a Shared Vision (IT Business Edge)
In today’s environment, CIOs and senior IT leaders need to break down the silos and get their teams working together. The invisible barrier between the teams has led to inefficiencies and unnecessary complexity - and IT simply can no longer afford to oper - Is Your Enterprise Architecture Stifling Innovation? (IT Business Edge)
The world is changing around your IT organization and you need a new approach if you’re going to be competitive. The good news is that the new approach can be found in an old discipline: Enterprise Architecture. If you begin to de-emphasize the strict fo - Making Change Stick (CastlePointe Whitepaper)
Selected as on of five U.S. semi-finalists in itSMF International's first annual white paper contest in 2010, Making Change Stick describes the challenges of creating lasting cultural change in IT organizations and relates it to common human barriers to c - Measured Leadership (CastlePointe White Paper)
For your metrics strategy to be effective, it must be designed to measure IT performance against business objectives, it must enable management to take corrective actions and it must be integrated into the organization's management structure. This white p - Measuring Your Success: Building an IT Metrics Correlation Model (itSMF USA)
You are collecting data and you probably think that you have everything you need. But you likely have trouble connecting that data with any action that had a meaningful and measurable impact on the results your organization delivers. That is because all - Overcoming Consensus Paralysis (IT Business Edge)
One of the simplest things is also the one that derails many IT transformation efforts: the ability to make decisions. Whether it’s because people are afraid of hurting feelings or that they just want their say, many organizations are now driven by a cons - Politics and ITSM Adoption (ITSM Portal)
When we launch an ITSM adoption effort, we have plans for everything: project plans, resource plans, documentation on the process scope, timelines, milestones and so on. But the one thing that is almost never planned for is often the biggest challenge to - Reframing IT to Unleash Innovation: How to Change Your Mental Model of IT to Create Disruptive Innovation (CastlePointe)
Innovation is something that is rarely in abundance within IT organizations today. The vast majority of resources are spent merely keeping the lights on. Even the capital investments and development projects that IT organizations undertake are typically p - Should You Care About ITIL v3 2011? (ITSM Portal)
You should treat the ITIL v3 2011 update in the same way as if your favorite author just released an update to that seminal book that changed the way you looked at everything. You should rush out and buy it. You should read it hungrily, eager to learn t - The 4 1/2 Things You Must Do To Affect Change (ITSM Portal)
The changes you are trying to make are critically important to your business. The inefficiencies, the redundant or ineffective process, the poor risk management – they all need to be fixed and the change needs to stick. To make that happen and to ensure - The DNA of Effectiveness (IT Business Edge)
There is a lot of discussion in IT circles about creating effective organizations. But what does that really mean and how do you go about creating one? To create an effective organization, you must identify those practices or elements within your current - The Four Things You Must Do to Lead Your Team Through an IT Transformation (itSM Solutions)
Leading a transformation effort requires all of the leadership skills you probably already have, but they must be applied very deliberately to be effective in this context. The reason is that, in many cases, leadership is simply about vision and confidenc - The Relevance of Service Management (ITSM Portal)
ITSM is at a precipice that represents the transcendence of ITSM from the era of the “ITIL Koolaid” (and all those who got drunk on it) to the rational application of Service Management principles in pursuit of operational excellence. Mr. Araujo believes - Why Process Fails IT During a Crisis (And What You Can Do About It) (CastlePointe)
Technology is a critical component in any business. During any crisis, if the IT organization is unable to respond, it will put the entire enterprise at risk. Yet, during a crisis, the thing that often inhibits an IT organization from responding effective
