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 […]

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 […]

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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 […]