ITSM

Create, Deliver and Support – a view from the ‘engine room’ of ITIL 4

Create Deliver Support (CDS) – is one of the 4 Managing Professional guides for ITIL 4 from AXELOS, offering some truly original thinking around the core ITSM practices and the value they contribute to the business. CDS offers a holistic view of all service delivery activity, from idea to reality, from demand to value, and …

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Service and info security management standards: Asia leads the way

Why are there such large variations in adoption of industry standards across the world? I have been reviewing the exploitation of international standards in the UK, specifically ISO/IEC 20000-1 for ITSM and ISO/IEC 27001 for information security, for many years now. Demonstrable and auditable compliance to an accepted standard is widespread in many professional areas …

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Customer Care During Lockdown – Apply the LAW

It probably goes without saying that we are now, more than ever, reliant on technology, given the immense challenges posed by the coronavirus pandemic. It is vital that employees are able to continue working and staying in contact with the technical support provided by the hard working folk in IT. Equally, it’s never been more …

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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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