Everything concerning our IT Consulting services to business

Happy New Year for 2016  !! I wish you success and happiness Its been a busy year in 2015  The ITSM world continues to rock daily between inspiration and opportunity, to introspection and despair – at least in terms of visible hype. The reality for most organisations that actually deliver IT services is often simply […]

How to Create a Culture of Effective Management Collaboration

Successful IT delivery requires requires the spinning of many plates. Collaboration, team building, mutual trust and personal confidence are essential to your management team in order to ensure its smooth running but these are all tested in times of change. Without them, projects and initiatives fail to deliver value, and this in turn can have […]

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 […]

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 […]

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? […]

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 […]

I’m going to the first AXELOS workshop

So, the first phase is heating up – the charm offensive has generally been good and well received, although now it’s time to start doing something… I’m referring of course to the progress of the ITIL© JV (now called AXELOS), which is the new company formed jointly by TSO and Capita to run the SWIRL IP, business and […]

Service Desk Triangle – can you see it from my (SDM) angle?

One thing that strikes a chord with many of my clients is a simple concept that I’ve used for some time, although only recently defined more explicitly. This centres around the role of the Service Desk Manager (SDM), which for me is still the pivotal role in ITSM. I act as a mentor for this […]