I’ve not blogged for a while I know – I write now just getting into the conference season (en route to the itSMF Finland conference, also heading to SMFusion,…
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So that was the week that was – what a week in the ITSM world….! Here’s some summary thoughts SITS13 – the (UK) Service Desk and IT Support show London…
Value value value value, business value, business outcomes, moments of truth, key metrics, IT value, commercial and operational value, business value, value….value. In case you hadn’t noticed…?! When we in…
One thing that strikes a chord with many of my clients is a simple concept that I’ve used for some time, although only recently defined more explicitly. This centres around…
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…
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..!),…
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….
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…
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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