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 […]

Do you have an SLA with your spouse..?

Whilst reflecting (see below) on my time in the ITSM industry in particular, it’s clear that there are still many of the same fundamental issues and questions coming up that have been around for 20+ years.     In my experience the same old questions keep coming up – questions like ‘where do we start? […]

customer experience

H2H not B2B

Time to reflect on an another engaging and successful SITS (Service Desk and IT Support Show) last week in London. Of all the ITSM conferences to me this feels the best of all, where the industry comes together and across all areas to do business, discuss ideas and generally do some real collective networking. This […]

Have you forgotten something – the Service Desk?

I recently worked in an office where there was a large area of empty desks – there was an air of loss and abandonment in the room. All around there was building work going on and a sense of activity, although hidden away and forgotten in one corner sat a few stoic people, manning a […]

ITSM in 2014 – Getting ‘Hands On’

    It’s another new year and of course there are many reviews and predictions for our IT and ITSM industries. See these recent ServiceDesk360 and Cherwell blogs of mine… For me the most positive thing to emerge over the last year or so is the absolute and comprehensive confirmation around the 2 key goals […]