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 […]

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 […]

The real value of IT? Better get moving…!

Value value value value, business value, business outcomes, moments of truth, key metrics, IT value, commercial and operational value, business value, value….value.  In case you hadn’t noticed…?! When we in the IT industry aren’t ranting about the death of IT, ITIL©, ITSM, Email, Service Desk and all that, we are still banging on and on […]

Service Catalog is Simple…or Should Be

I presented a webinar on Service Catalog and SLM for BrightTALK webinar – available here. The slides on their own are available here. This presentation was aimed to try and present some simple advice on how to use and develop SLM (keeping it simple) for business benefit. This is based on a wealth of experience, […]

Service Catalog – real life secrets of success

 Last week I visited a client for a follow –up review. I’ve helped them to develop and implement SLM and a service catalog over the last 8 months or so. It was a very positive discussion as they had moved from having nothing in this area to having a pretty sophisticated Catalog in place for […]

2 Speed ITSM

  I recently met with Rodrigo Flores (creator of Service Catalog Community and Blog) for a drink when he was in London. Rodrigo set up newScale and drove the market with Service Catalog functionality – this was sold to Cisco last year and he now works there, generally working at the bleeding edge of Cloud and the new […]