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 […]

Watertight not watermelon ‘SLAs’.

The ‘Watermelon SLA’ concept is a simple a graphical way of showing that many SLAs are not fit for purpose. This has been successful in getting some clear and honest messages across to the industry about expectation management, performance measurement, metrics and relationship management.  The basic idea of this is that, as a watermelon looks […]

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 […]