So that was the week that was – what a week in the ITSM world….! Here’s some summary thoughts SITS13 – the (UK) Service Desk and IT Support show London 23 – 24 April As ever this was a busy and brilliant event for the industry – clearly the most focused and clearly defined of […]
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 […]
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 […]
Just back a bit breathless and jet lagged from another Pink Elephant Conference in Las Vegas. This years’ theme was ‘knowledge translated into results’, meaning that there is a clearly accepted view that the basic ITIL training programmes alone don’t deliver enough to make things happen for the better – other skills and attributes and […]
How do you make processes work? so that you can achieve success and consistent quality of service? 2 recent client experiences brought home a simple and classic point to me recently – one organisation with good intentions to improve but no idea how to make it happen, and another who have made quality and consistency […]
So, another year and the ITSM industry is alive with debate and discussion, opportunity, challenge and as ever some uncertainty. I’m not one for making resolutions or big predictions (both usually fail in mid January..!), but I do have some basic aspirations for the year ahead… These can be summarized in 2 words: Practical Unity Practical – as I feel we are still […]
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, […]
At last week’s itSMF UK conference #ITSM12, there was a lot of discussion about the value of SLAs – this continued on Twitter and Back2ITSM afterwards…. Certainly there was a call for the abolition of SLAs – which seemingly was well received in the room at the time. Here’s my quick take on this…. SLAs […]
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 […]
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 […]