How DevOps and ITSM Finally Got Together
We need more industry convergence – without it we continue to struggle in our silos… There are a number of discussions and articles on the need for more convergence and […]
Cynefin Adoption – a Great Case of ITSM-Event Learning
What you get out of a conference/event presentation is an interesting question. Some of the knowledge or awareness you gain might not have any immediate or readily quantifiable use. However, […]
DevOps Simulation Day
This is an amazing opportunity to participate in a DevOps simulation – hosted by G2G3. You will learn how to better support behavioural change and align people with the goals of DevOps and modern service management, and discover ways to better solve your business challenges. Find out more here.
An ITSM Challenge – Will You Accept It?
I am an American now living in the UK. I have led a life of COBIT but in the UK you need to adopt and adapt so ITIL became my […]
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 […]
