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…
Just back a bit breathless and jet lagged from another Pink Elephant Conference in Las Vegas. This years' theme was 'knowledge translated into results', meaning that there is a clearly…
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..!),…
I presented a webinar on Service Catalog and SLM for BrightTALK webinar - available here. The slides on their own are available here. This presentation was aimed to try and…
At last week’s itSMF UK conference #ITSM12, there was a lot of discussion about the value of SLAs – this continued on Twitter and Back2ITSM afterwards…. Certainly there was a…
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