Mary Poppins vs the ITIL machine…

It’s a year since I returned to the direct consulting world after leaving Axios Systems, where I was head of global services. I’ve been a ‘consultant’ mostly since 1994 and the striking thing for me coming back into this area is how much the ITSM world is and has changed, which is reflected by what I now do […]

ITIL 2011 – what do you think? Tell us on ITSMTV

The ITSM TV September special feature will be on ITIL2011. This will be a factual and practical review, including opinions, questions and analysis from across the industry. The aim will be to be searching and objective, whilst also ultimately positive and pragmatic in the understanding and response to the new issue. If you have an opinion or would […]

Real people, real projects, real service

I’ve recently been fully occupied with a variety of new things (and this will continue for some time), from mentoring to a big Service Catalogue project and ITSMTV and podcasts. I’ve not had the usual time to indulge in too much social media and its been very refreshing to get a bit of perspective. The TV […]

Walk the walk with your customers

TNT won the main award at the SDI Conference in June – i.e. for Large Service Desks. A major component that led to this award was the fact that TNT have developed a programme whereby their IT staff spend time working in depots and actually out with delivery drivers. This clearly gives all IT staff […]

Should you centralise?

This month’s tip comes from a question sent in to me:  “We have a number of corporate support areas and ‘helpdesks’. Would it make sense to try and centralise these and build a single central operation?” While there’s no simple answer to this, I suggest a few key points to consider: 1) In general it will be […]