Entries by barclay

ITSM Implementation – Vendors, Be Brave!

A few years ago a colleague of mine took a job heading up the professional services team of an ITSM vendor. During the recruitment process, he was quizzed on his ability to develop a consulting practice around the toolset and to achieve quality implementations of the solution. The goal was service improvement for clients. On the morning of […]

Check out these CHECKLISTs for SITS

If you are going to SITS15 – I hope to see you there… I’ll be on my (ITSMGoodness) stand, as well as presenting and facilitating on ITSM/ITIL/DevOps. Mostly I’ll be talking shop with practitioners and other industry bods about how to improve and achieve success with ITSM. I’ll also be on hand to discuss the […]

Great managers make the difference…

Last week I went to an informal drinks party to celebrate the retirement of one of my business mentors – David Smith. I worked for David initially in the 80s, when he was an IT OPS manager and I was coming through the ranks as a rookie Helpdesk manager. David was the driving force behind […]

Awesome Service Management

‘Everything is Awesome’ This was the signature song from the ‘Lego Movie’, which was released in 2014. This movie – filmed entirely with animated Lego – is a brilliant multi-level piece for kids and adults alike, providing great excitement and action for children and also delivering wonderful spoofs of many movies and cultural icons. The […]

From Kafka and ‘Whack-a-mole’ to real Customer Culture

A few thoughts on the last day of 2014 – hopefully avoiding the ‘5 trends to look for in 2015’ and ‘what we learned from 2014!’ shtick… There’s so much negative and depressing world news and also mixed hype swirling around in IT/tech that I thought I’d just mention some real moments of positivity from […]

The expanding world of Service Management + collaboration

I was at the UK itSMF conference this week – presenting and also with an exhibitor booth. The show was smaller (less attendees and exhibitors) than previous years although the consensus was that there was a good mix of people and that it was a good networking event. There were still a large number of […]

Consultancy Guidelines – updated

  Many thanks to all of those who contributed to the initial draft of the Consultancy Guidelines – I’ve now updated the document with your comments and suggestions – some great additions there so please download a copy below and use this as you need it. There is more content on clarification between consultants and contractors, more […]