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A Sysadmin's Guide to Navigating the Business World by Mark Burgess, Carolyn Rowland

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7. Conclusion

We have attempted to describe the patterns and principles that we have learned over the years concerning cooperative work and its application to business integration. We have outlined a simple method: talking about outcomes rather than implementation details, making promises and keeping the promises, then assessing the results. In ITIL this is very much like the so-called Deming Quality Cycle. In Promise Theory, it is part of basic methodology. In fact, it is nothing more than the scientific method—a proven way of learning with honest self-criticism, and, of course, a way of improving.

Our core message throughout this book: Develop close relationships within your organization. You accomplish this through practice which engenders ...

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