• Stakeholder engagement – tools to help you do it right

    Stakeholder engagement – tools to help you do it right

    An interview with Karen Ferris This year’s itSMF Norway conference “Service Management with Superheroes of the World” has a host of well-known ITSM names in the lineup of workshop and session presenters. One such name is Karen Ferris. Karen will be delivering both a workshop and a conference presentation at the April 12-14 event at
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  • The Service Desk – How do you make improvements?

    The Service Desk – How do you make improvements?

    In my last blog, I mentioned that if your customers or users perceive that the Service Desk provides poor service, that is their reality and that is what you need to change. Here I will give you some pointers on how to go about it. Simplicity itself Involved in the Service Desk? Understand what it
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  • Something for Everyone from itSMF Norway

    Something for Everyone from itSMF Norway

    A gift for you There was a wonderful Christmas gift from itSMF Norway for any ITSMers planning to head to Norway in April for the “Service Management with Superheroes of the World” event at the Clarion Hotel, Oslo Airport. The presenters for the workshop day prior to the main event have been decided, and the
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  • The Service Desk is not dead!

    The Service Desk is not dead!

    Why I believe they are more important in organisations than ever before On and off over the last few years I have seen a lot of comments in publications, websites and blogs about how new technologies are doing away with Service Desks or stripping away the blockages that IT are perceived to be putting in
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  • I looked in the ITSM rear view mirror for AllthingsITSM

    I looked in the ITSM rear view mirror for AllthingsITSM

    Here is what I saw What an amazing year for the team at AllThingsITSM. What started as a spontaneous chat with a few industry legends at Fusion14,  with the audio recorded on an iPhone 4, video captured with the laptop webcam and with a backdrop of different vendors is now a fully fledged video recording setup, with
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  • Enterprise Service Management – Not Just About ITSM Processes

    Enterprise Service Management – Not Just About ITSM Processes

    This is blog three of a four-part enterprise service management blog series. The first blog – The Perfect Storm Driving Enterprise Service Management – can be read here. And the second – 14 Benefits of Enterprise Service Management – here. Enterprise service management is a way for other business functions – such as HR, facilities,
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  • Exploring the IT Value Chain

    Exploring the IT Value Chain

    Technically-oriented people often find it difficult to ‘sell’ their initiatives to decision-makers, resulting in missed opportunities, frustration and a poor image for the IT department. The IT Value Chain is a way of articulating an IT initiative’s outcomes in terms that make sense to business people, e.g. more business, better business, cheaper business. Being aware
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  • Bringing DevOps and Support Together

    Bringing DevOps and Support Together

    5 Ways Your IT Support and DevOps Teams Can Work Better Together There is a division in the workforce: developers build and maintain software while the support team keeps everything up and running. While developers are tasked with continuously shipping product updates, support must attend to customer problems, uphold satisfaction and maintain business productivity. Their goals
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