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…
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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..!),…
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…
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…
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….
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…
Many organisations struggle to make Problem Management work effectively. For me there are a number of reasons for this – many to do with getting the right people to do…
This webinar I gave earlier this month has since found its way into BrightTALK’s #TopAugustWebinar. Looks like the topic struck a chord… The session asks questions such as: What makes…
We’ve seen the recent (re-launch) of the Gartner ‘Magic Quadrant’, after a 3 year absence and now renamed ITSSM to incorporate a wider span of ITSM and support concepts. This has…
I presented a big list of little tips at the recent OVUM conference on ITSM in London: Here’s the slides OVUM presentation 20 tips Plus Some additional short tips If…
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