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ConsultingIndustry CommentITILITSM GoodnessITSM ImplementationService CatalogService DeskSLMUncategorized

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

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…
Barclay
BarclayDecember 31, 2014
Industry CommentITILITSM GoodnessITSM ImplementationService DeskSLMUncategorized

The expanding world of Service Management + collaboration

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…
Barclay
BarclayNovember 14, 2014
ConsultingIndustry CommentITILITSM GoodnessITSM ImplementationService CatalogService DeskSLMUncategorized

Consultancy Guidelines – updated

  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…
Barclay
BarclayAugust 27, 2014
ConsultingIndustry CommentITILITSM GoodnessITSM ImplementationService CatalogService DeskSLMUncategorized

Do you have an SLA with your spouse..?

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…
Barclay
BarclayJuly 21, 2014
Industry CommentITSM GoodnessUncategorized

H2H not B2B

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…
Barclay
BarclayMay 7, 2014
ConsultingIndustry CommentITILITSM GoodnessITSM ImplementationService CatalogService DeskUncategorized

Have you forgotten something – the Service Desk?

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…
lawrence
lawrenceMarch 26, 2014
ConsultingITSM GoodnessUncategorized

ITSM in 2014 – Getting 'Hands On'

    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...…
lawrence
lawrenceJanuary 13, 2014
Industry CommentITILITSM GoodnessUncategorized

'Revolution'? – Congress!

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…
lawrence
lawrenceOctober 25, 2013
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