Looking Forward and Working Together – ITSM in 2018
Two weeks ago, we held our annual itSMF UK conference (ITSM17) and it was a cracker. Delegates gave us fantastic feedback, sponsors and exhibitors loved the buzz, and even those […]
There’s a Shift Needed in ITSM
This is the most exciting time EVER to be in IT….but are we up to IT!?’ was the theme of my session at the annual itSMF UK conference – ITSM17 […]
SIAM: The Good, The Bad… The Obligatory and The Virtuous
This is a guest post, contributed by Michelle Major-Goldsmith, Manager, Service Management Capability at Kinetic IT; and Simon Dorst, Manager, Service Management Service, Kinetic IT In the last few years, service integration and management (SIAM) has become […]
Why Key Risk Indicators Trump KPIs for Problem Management?
When conversations turn to measurements, key process indicators (KPIs) always get raised as a mandatory requirement for anyone running a process. KPIs really are a “must have” if you want […]
Has The Core Concern of ITSM Changed in 20 Years?
Do I need to tell you again? That was a favourite phrase of my mother’s and a sure clue I had forgotten to do something, usually something she’d already told […]
All Go in ITSM…
It’s certainly all go in the ITSM world right now – with the major conference season upon us. New ideas, models and publications, plus a healthy dose of classic themes […]
Supercharge Your Support Teams – Reward and Recognition That Really Works!
At the upcoming itSMF UK conference (ITSM17) this year, I’ll be presenting on how you can use reward and recognition to motivate your support staff and build strong, customer-focused teams. Studies have shown […]
You are Antifragility – Not a Weeble
Stuff happens: An important upgrade goes wrong, causing a two hour outage. It turns out that the preparatory checks weren’t all completed before the upgrade. Note to self.. We’re all […]
2020 Vision – What the Future of ITSM Holds
This is a guest post, contributed by Stephen Mann, Principal Analyst and Content Director at ITSM.tools. There’s so much business and technology-related change surrounding IT service management (ITSM) right now, […]
How Relevant is the Service Design Package in the Age of Agile?
For many years in IT service management (ITSM), we’ve been extolling, nay evangelising, about the importance of the Service Design Package (SDP) when delivering and running IT Services in an […]
Why Service Management Needs Selfless Service
This is a guest post, contributed by Sanjeev NC, Freshworks. We used to believe that the only way for people to get money out of their bank account is to […]
Why Do We Bother Measuring?
Metrics! Bah! We’ve measured in IT for years all sorts of things like: quality, cost, safety, people, customers, availably, reliability, continuity, and so forth. Every major framework has suggested measures […]
