In 23 years working for the UK government, Ivor Macfarlane moved from forestry to ITSM via prison, stores and training. He has worked as a Service Management trainer, consultant and writer since going freelance in 1999 and then after a 7 year spell with IBM he is now independent again working through MacfPartners to deliver training and consultancy to customers. He was an author for ITIL (versions 1,2 & 3), ISO20000 and ITSM library and an ITIL examiner since 1991. He is well known at ITSM events having presented at many around the world (39 countries so far) and is an active contributor to social media.
change evaluation

Evaluating evaluation

Why did evaluation get into ITIL? In 1998 Pfizer’s share price doubled – all because of an unexpected side-effect in a drug being developed to

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Cloud computing

Getting on with the job

Sometimes a TV show or movie with an apparently massive disconnect to the real world — fantasy stuff — can trigger some interesting observations and

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