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 […]

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 […]

How to Create a Culture of Effective Management Collaboration

Successful IT delivery requires requires the spinning of many plates. Collaboration, team building, mutual trust and personal confidence are essential to your management team in order to ensure its smooth running but these are all tested in times of change. Without them, projects and initiatives fail to deliver value, and this in turn can have […]