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  • Which Comes First: Process or ITSM Tools?

    Which Comes First: Process or ITSM Tools?

    …or another way of saying this is: “A fool with a tool is still a fool!*” As a consultant, a large portion of my job consists of developing and documenting business requirements for ITSM tools implementations and upgrades. The result is that I have a lot of opportunity to see the way some of the
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  • Evaluating 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 treat heart problems. I was reminded of this when asked on a recent ITIL course to explain why on earth ITIL had Change Evaluation as something apparently separate from change
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  • 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
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  • The Case of the Horrible Boss and the Service Culture

    The Case of the Horrible Boss and the Service Culture

    Unusual as it might seem I was inspired to write this article having thoroughly enjoyed a magazine article.  The article in question was digested in the early hours of the morning as I sat homeward bound after a trip to the States.  No, you haven’t misheard me; I was ‘inspired’ by reading an inflight magazine. 
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  • Today’s Paradigm for IT Support

    Today’s Paradigm for IT Support

    There is a new paradigm in IT Support: Supporting a business that is completely reliant on IT. With this in mind, IT failures are no longer just business facing, they are public facing. The difficulty arises when IT continues to do support the same way they have for years, as an infrastructure based organization with
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  • Victims of time and hope for the future

    Victims of time and hope for the future

     Time creeps up on you doesn’t it? I spent many years introducing this new idea called ITIL to people, and then one day it became the established norm and we were all grown up and mature. Sometimes the leap from sleep to enthusiasm on a working morning takes longer than it used to. Before I
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  • Shaking Things Up a Bit –  The Service Management Manifesto

    Shaking Things Up a Bit – The Service Management Manifesto

    Are we there yet? We’re just getting started! A few weeks ago itSMF USA and HDI held their joint Fusion13 conference in Nashville, TN. Service management professionals once again came together with participants from all of the world. The biggest change this year was the introduction of a new discussion format for experts that led
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  • Getting on with the job

    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 conclusions for us in our world too. One that did that for me was the first episode of ‘Marvel’s Agents of SHIELD’. What I found interesting was the broad context
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