Any general news which does not fit in the other categories

Keep calm and co-create (end-to-end) value!

I am regenerating my blog (its been a while) and am delighted to do this just as we are about launch the new ITIL4© Managing Professional Publication – Create, Deliver and Support. I have been privileged and honoured to be the Lead Editor on this book, working with some brilliant people – John Custy, Jon […]

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 […]

ITSM Implementation – Vendors, Be Brave!

A few years ago a colleague of mine took a job heading up the professional services team of an ITSM vendor. During the recruitment process, he was quizzed on his ability to develop a consulting practice around the toolset and to achieve quality implementations of the solution. The goal was service improvement for clients. On the morning of […]

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 […]

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 […]

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? […]

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 […]