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 […]
Have You Even Realised That You May Already Be “Doing DevOps”?
I was talking with a developer at an event the other day, who was cursing the “cult of DevOps”. Quite rightly pointing out that many of the practices that are […]
Forget ITSM Best Practice, Let’s Talk About People
I’m fortunate enough to attend multiple IT service management (ITSM) and IT industry-related conferences each year – in the capacity of speaker, organiser, exhibitor, and/or delegate. It’s therefore safe to […]
Don’t Entertain a Mistaken Perspective
Fake News is in the news these days. Of course, there is a degree of circular argument in whether you can believe what they tell you about fake news, but […]
What an MBA Can Teach You About Improving ITSM Practice
Studying for an MBA is particularly hard if you try to do it alongside a full-time job. Mine took six years to complete (I took a two year break in […]
Getting Practical with DevOps
Recently I had the privilege of being asked to develop and subsequently deliver an itSMF UK workshop on “Practical DevOps” explaining: What is DevOps? How does DevOps blends Agile, Lean, […]
A Year is a Long Time in Politics, and in ITSM
It’s been quite a year in the world of politics, hasn’t it? We’re leaving the EU, David Cameron isn’t even an MP any longer, and now we have a General […]
Soft Skills Are The Hard Part
We are now seeing a real renaissance in the ITSM industry. The days of the single approach to service and project management, based purely on ITIL or Prince2 as the […]
Digital (Service) Transformation – What Does This Mean? For ITSM? For itSMF UK?
What and why ‘Digital Transformation’? We all love a hype don’t we? — and Digital Transformation is our current amore… What does this mean, beyond the obvious? Haven’t we in […]
The Indian Rope Trick
How would you explain service management to a quantum physicist? Recently I thought I was going to have to do this, and mused on whether this would be easier or […]
Reflections on Service Management in Clinical Health Research
The Professional Service Management Framework (PSMF) explores how doing service management in our organisations involves more than just ITIL processes. Here Richard Horton takes a tangential view of some of […]