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  • Where will you be in April?

    Where will you be in April?

    Maybe you should consider Norway! The itSMF Norway annual conference is an event to conjure with. For many years this has been one of the premier IT Service Management events globally – one that many people from all corners of the world want to be a part of. Planning is well underway for the 2016
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  • itSMF UK – New Leadership, New Vision

    itSMF UK – New Leadership, New Vision

    There is no easy way to say it, but the IT Service Management Forum globally has been having a tough time, with the exception of a very few chapters. The forum is at a crossroads where it needs to prove its relevance to its members or pack up and go home – wherever that may
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  • Working in the Shadows

    Working in the Shadows

    “Who knows what evil lurks in the hearts of men?” This famous line was created for the 1930’s era pulp drama “The Shadow”, and was always followed by the answer “The Shadow knows!” While those days are bygone, the specter of hidden behavior is not, and unless you remain diligent its effects will sooner or
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  • Changing Conversations – the importance of communication

    Changing Conversations – the importance of communication

    An organization is a complex being with unique thought patterns that impact on every decision made and every action taken. The body cannot follow where the mind won’t go. If you want to change your business, you need to change the conversations happening within it. Communication is a dynamic place. People aren’t difficult…just different! Which also
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  • SIAM – What’s all the fuss about?

    SIAM – What’s all the fuss about?

    Service Integration and management (SIAM), like ITIL® before it, appears to have originated from HM Government (UK). References to SIAM began to emerge in the UK in the late 2000’s purported to provide a framework to obtain better value for money from multi-supplier service engagements. Lately its adoption has increased globally due to the increasingly
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  • The Value of Values – how behaviour affects business value

    The Value of Values – how behaviour affects business value

    Business and IT management both encompass a multitude of differing activities. Some events are predictable and therefore can be dealt with by applying predetermined processes, procedures and protocols. Other events however are less predictable, and require on-the-job judgement and decision-making. Frameworks and standards offer guidance in the form of processes as to how activities could
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  • Almost like being there

    Almost like being there

    One of the things I love about working on the AllThingsITSM website and podcast is the opportunity I get to work with some great people and attend top-class industry events. It is a few years since I have had the chance to attend the itSMF UK annual conference, but thanks to our premier sponsor, Cherwell
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  • The Cloud, DevOps and Service Desk vNext

    The Cloud, DevOps and Service Desk vNext

    I have been wanting to blog about the combination of Cloud and DevOps and Service Desk – the subject of a presentation I did with Kathleen Wilson at itSMF USA Fusion 15 earlier this month. It covered some of the lessons learned and changes in approach that were required to grow cloud scale services. Also,
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