Entries by Emilia

Outcome and Experience Metrics (OXMs) – beyond the Watermelon

My recent blog on Watertight, not watermelon SLAs had a fantastic response, with nearly 5,000 reads via LinkedIn. It also drove a number of discussions and I established  some new contacts as a result. This subject clearly ‘hit a nerve’ so this is the follow up to that with more detail around what this means and what […]

itSMF UK and me… 5 years on

This week I will attend my final board meeting as a director of itSMF UK. I’ve been a board member for exactly 5 years, with just under 3 of these as (operational) CEO. I am proud of my time with the organisation – it’s been a ‘roller coaster’ with many ups and downs, but it’s […]

AI and ITSM – it’s a matter of confidence

We are constantly being bombarded with content and hype around the ‘post-covid’ world. Some of this of course is valuable and essential – discussing and planning around how people and organisations should think about the world after lockdown.  In IT this has been particularly life-changing, as we have seen a large amount of change, ‘digital […]