Diary of a conference delegate aged 57 and a quarter
“I’m stood in front of the bathroom mirror practising tying a bow tie on a Sunday morning in early November. It can mean only one thing. It’s time for my 20th annual trip to itSMF UK’s conference and awards…” Barry Corless offers a personal insight into ITSM23.
The importance of effective metrics
Have you ever asked yourself, “Why do we measure things?” It’s a question that often goes unasked, yet it lies at the heart of our desire to understand the world around us. In a recent itSMF UK member meet-up, we explored the various reasons why we measure and the importance of doing so effectively.
Protecting our universities: cyber attacks and major incidents in the spotlight
The main topics of discussion at itSMF UK’s recent sector spotlight on the higher education sector were cybersecurity and major incidents: the showstoppers for which we all rigorously plan but hope to avoid. Mark Temple considers what we can learn from the experiences of the presenters.
Fighting for the ribbons: tales of assessment and accreditation
There is a quote attributed to Napoleon Bonaparte that goes something like “A soldier will fight long and hard for a bit of coloured ribbon.” Medals to you and me! Our itSMF UK face-to-face session in Manchester in June set out to prove just how true that statement is. For soldiers, read employees of our speakers’ organisations and the coloured ribbons in this case were CMMI, SDI, ITIL, ISO 27001 and Cyber Essentials assessments and accreditations.
Healthcare and ITSM: hey, they are so related!
Daniel Breston reflects on the synergies between ITSM good practice and his recent experiences of critical healthcare.
Who wants to be a chaos monkey?
Cristan Massey considers how we can use chaos engineering to test our service processes.
A night on the Data Crisis Hotline
Mark Herring offers a light-hearted view of legacy data migration.
Happy, shiny people – service management and healthcare
“Success is all about collaboration.” DHCW’s Liz Wride shares her impressions of itSMF UK’s recent Sector Spotlight for service management professionals working in healthcare.
Measuring customer experience
itSMF UK recently held a Member Meet-up at Burges Salmon in Bristol, bringing together organisations and individuals from across a number of different sectors who all had one thing in common: the desire to provide excellent customer experience. Chris Kingsbury shares some of the outputs and feedback from the amazing discussions generated, led by expert speakers Chris de Souza from CGI and Neil Keating from Bright Horse.
Using ISO/IEC 20000 without certification
Not all organisations want to gain a certificate of conformity. For some, it is enough to put in place a good management system to support effective and sustainable service management practices to ensure delivery of reliable high-quality services.
Constant change or changing constantly?
Change may be constant, but how you manage and embrace change can make all the difference, argues Chris Evans
Leadership: the forgotten process
Mohammed El-Arabi explains why leadership is just as a important for successful digital transformation as the underlying ITSM processes.
