Conversations at the moment are constantly about 2 different poles across maturity – from ‘new and developing’ - experience, XLAs, ESM, and AI, to ‘core and back to basics’ –…

Whatever processes or practices an organisation wants to implement, it will usually need to sort out issues in other connected areas, somehow. Traditionally, processes and practices have often been treated…

What is experience management in IT services and why does it matter? On a basic level, service is about delivering something to a customer or user; experience is what it’s…

Has it become a cliché that IT people don’t communicate well, or is it still a pertinent problem in 2022? I’d love to say it was a cliché. Compared to…

A fixation on service management tools and best practice frameworks has led to many historic failures to meet the expectations invested in them by both organisations and individual practitioners. Regularly and…

If you are the coach or manager of a sports team – like a football club team – you are constantly being berated by fans who either complain that you…

Some thoughts on recent changes and announcements in the ITSM world. It is always interesting to see how people reacts when changes are announced. Think of being at school and…