ITSM

Achieving Service Excellence in Major Incident Management

Most modern companies depend on technologies to such a degree that it results in a significant risk of technical issues creating IT stability problems and in turn challenge an organisation’s functional capabilities. Ensuring a quick-and-effective response and having a well-conceived major incident-management process are the keys to mitigating this risk. Major incidents are reported in …

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Exploring the ITSM tools market

With roughly 200 vendors selling service desk tools, and around 70 vendors active in the mid-market and enterprise space, selecting the right ITSM tool for your organization is no easy task. The pace of development has been relentless in recent years and many tools now offer 100% codeless customization, loose coupling with open APIs for …

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tomato language barrier

Communication – Helping IT Close the Gap with the Business

Until now, my background consisted of marketing mainly for business to customer (B2C) organisations. I’ve worked at a zoo, for a renowned spa chain, and a retirement village, all very eclectic and interesting companies, all with their own languages and acronyms and terms, but language you could identify with straight away, even if you didn’t …

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Integrating Managed Service Providers with your Organisation

TEXT TO SPEECH:  PART 1   PART 2 IT has moved from a single, often experimental business function to a capability that is central and core to the business in almost every organisation and in every imaginable way. Added to this, IT has become a massively complex, large, and expensive operation for most organisations. In many …

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ITSM18 Balloons

Relating the ITSM18 messages to the New Edition of ISO/IEC 20000-1

As the project editor of ISO/IEC 20000-1, I spoke on day one of the 2018 Annual itSMF UK Conference (ITSM18) about why the standard has recently been updated and what has changed. And I’m pleased that many delegates spoke to me after the session with positive comments about the new top-down and more strategic approach. …

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DevOps in Practice – A Simulation Approach

I recently had the privilege to attend an award-winning DevOps in-room simulation, hosted by itSMF UK, Sofigate, and G2G3 in London; which was a powerful experiential learning workshop. Purpose By having an immersive face-to-face experience, removing the complexities of day-to-day business whilst focusing on the best practices, tools, and transformation opportunities, people quickly and effectively …

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The Importance of Mental Health and Wellbeing

This year’s itSMF UK Annual Conference (ITSM18) was suitably thought provoking across a range of areas, but one that is of particular note was the significance placed on mental health. In IT service management (ITSM) we’re used to grappling with value and how we improve focus on it. This theme recurs. However, we’re not so used …

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