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 […]

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 […]

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? […]

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, […]