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May 15
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Great managers make the difference…

By Barclay Uncategorized

Last week I went to an informal drinks party to celebrate the retirement of one of my business mentors – David Smith. I worked for David initially in the 80s,…

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Dec 31
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From Kafka and 'Whack-a-mole' to real Customer Culture

By Barclay Consulting, Industry Comment, ITIL, ITSM Goodness, ITSM Implementation, Service Catalog, Service Desk, SLM, Uncategorized

A few thoughts on the last day of 2014 – hopefully avoiding the ‘5 trends to look for in 2015’ and ‘what we learned from 2014!’ shtick… There’s so much…

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Nov 14
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The expanding world of Service Management + collaboration

By Barclay Industry Comment, ITIL, ITSM Goodness, ITSM Implementation, Service Desk, SLM, Uncategorized

I was at the UK itSMF conference this week – presenting and also with an exhibitor booth. The show was smaller (less attendees and exhibitors) than previous years although the…

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Aug 27
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Consultancy Guidelines – updated

By Barclay Consulting, Industry Comment, ITIL, ITSM Goodness, ITSM Implementation, Service Catalog, Service Desk, SLM, Uncategorized

  Many thanks to all of those who contributed to the initial draft of the Consultancy Guidelines – I’ve now updated the document with your comments and suggestions – some…

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Jul 21
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Do you have an SLA with your spouse..?

By Barclay Consulting, Industry Comment, ITIL, ITSM Goodness, ITSM Implementation, Service Catalog, Service Desk, SLM, Uncategorized

Whilst reflecting (see below) on my time in the ITSM industry in particular, it’s clear that there are still many of the same fundamental issues and questions coming up that…

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May 07
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H2H not B2B

By Barclay Industry Comment, ITSM Goodness, Uncategorized

Time to reflect on an another engaging and successful SITS (Service Desk and IT Support Show) last week in London. Of all the ITSM conferences to me this feels the…

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Mar 26
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Have you forgotten something – the Service Desk?

By lawrence Consulting, Industry Comment, ITIL, ITSM Goodness, ITSM Implementation, Service Catalog, Service Desk, Uncategorized

I recently worked in an office where there was a large area of empty desks – there was an air of loss and abandonment in the room. All around there…

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Jan 13
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ITSM in 2014 – Getting 'Hands On'

By lawrence Consulting, ITSM Goodness, Uncategorized

    It’s another new year and of course there are many reviews and predictions for our IT and ITSM industries. See these recent ServiceDesk360 and Cherwell blogs of mine……

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Oct 25
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'Revolution'? – Congress!

By lawrence Industry Comment, ITIL, ITSM Goodness, Uncategorized

This week I attended the Fusion (joint HDI/itSMF) conference in Nashville Tennessee. I delivered a workshop, which got some very nice feedback. It’s also great to meet up with like-minded…

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Oct 02
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Does Anyone Read or Act on Your ITSM Reports?

By lawrence ITSM Goodness, ITSM Implementation, Troubleshooting, Uncategorized

  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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