• The Model Train-set Syndrome

    The Model Train-set Syndrome

    Getting the layout right When I was a boy, like everyone else I knew, I had a model train set. It was fun to watch the train go round past my few random pieces of supporting infrastructure: station platform, signal box and a footbridge. I recall occasional fantasies of building a ‘proper’ layout with multiple
    Read More…

  • Behave yourself – the business-IT relationship

    Behave yourself – the business-IT relationship

    Guerrilla IT I conducted two pre-conference workshops about ‘Guerrilla IT’ at the itSMF Norway annual event in March 2015. The idea for Guerrilla IT emerged in conversations with itSMF Norway’s Sofi Fahlberg at a conference in 2014. We spoke about people feeling the need to make relatively low key and informal individual contributions to improving
    Read More…

  • Idea through to Delivery –  Part two

    Idea through to Delivery – Part two

    Projects from a Service Management Perspective  In this second instalment on project management we continue to move through the stages of an IT project starting with the build phase. Read the first instalment here. Build While the build is being undertaken ensure that project management and solution architect perform solution awareness sessions with the service desk,
    Read More…

  • Change is never easy…but well worth it

    Change is never easy…but well worth it

    Change is never easy because we are creatures of habit. We are comfortable with a routine where everything flows smoothly. ‘Change Happens,’ however, and it is not always easy, but if it occurs for the right reason and is managed properly, then it is well worth the effort. Getting your change management processes working well
    Read More…

  • Getting to Grips with Change Management – A chat with Greg Sanker

    Getting to Grips with Change Management – A chat with Greg Sanker

    With the itSMF Norway ‘Working 9 to 5’ conference mere days away, time to have a chat with another of the presenters from the event. Greg Sanker is someone I have followed on social media for quite some time and his insightful blogs and contributions to discussions on various platforms have made me realize that
    Read More…

  • Process Vs tools – The Argument continues…

    Process Vs tools – The Argument continues…

    This blog follows on from the recent post from Phyllis Drucker and stems from my recent experience delivering Service management tools training for Service desk professionals. I recently delivered this  foundation training on Service Desk tools for Process owners. The course outline and prerequisites were communicated well in advance and when I stepped in for the first day, I
    Read More…

  • Days of Future Missed – Being different in the world of ITSM

    Days of Future Missed – Being different in the world of ITSM

    It’s been a few years since I had any ITSM business cards, after technology (and other) problems when I last tried to get them. I discovered that – in our brave new digital world – business cards can be useful but are not essential. One of the reasons I have survived without the previously essential
    Read More…

  • Beware – Don’t Let Branding Make you Blind

    Beware – Don’t Let Branding Make you Blind

    This blog stems from my recent experience and insight of how two of the best reputed companies in the globe delivered an unbelievable customer service experience. As you might be well aware, Emirate airlines was named as the World`s Best airline in 2013 and the recent narration makes me wonder, if we are being misled
    Read More…