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 […]
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 […]
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 […]
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 […]
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 […]
Communication – What They Don’t Know CAN Hurt IT
As the Managing Director of an IT company, travel and meetings form a big part of my role and a few years ago I was experiencing serious issues with our […]
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 […]
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 […]
Service Management – More Relevant Now Than Ever
As the dust settles on itSMF UK’s Annual Conference (ITSM18) and some of the great content that was shared and discussed there, I want to ponder on the ‘are we […]
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. […]
Change is Constant. Game On!
This year’s itSMF UK conference had many themes flowing through it but one that stood out from the rest was the need to look after our people and ourselves. The […]
If You Want to Remain Relevant it Starts with YOU Taking Action!
The itSMF UK annual conference asked some serious questions around the relevance of IT service management (ITSM) in a rapidly changing world and landscape of other emerging practices such as […]
