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Fusion14 – Presentations, Parties and Podcasts
And maybe a pub or two! Conferences are exhausting! Colleagues tell me how lucky I am to get to these events, and I know that I am…but it is not the holiday that many imagine it to be. Returning from Fusion14, the first thing I wanted to do was sleep after a whirlwind of learning,
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From mad risk and excitement to unremarkable everyday routine
There was about 80 years between the brave and foolhardy heroics of Santos-Dumont and the Wright brothers in creating serious aviation and the tedious routine of modern plane travel. That, of course, was mechanical engineering and the 20th Century – IT and the 21st can do that kind of thing much faster. That aircraft journey
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So, where is IT going? Are you an Innovator?
How innovative is your IT organization? Are you looking at ways to embrace current technologies and use them to make your business or organization more competitive in its market space? One place to start looking at is how well you do mobile. As the workforce moves to the home office and as organizations become more global,
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Bless the weather – a question of customer satisfaction
Recently I posted on SHIFT about evaluation. The evaluation circumstance I talked about is really just one semi-formal way of realising that real situations are often bigger than the way we choose (initially) to look at them. In the spring we went on a short break – and it made me think on how our
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The Good, the bad and the ugly of Customer Service and Support
I guess it’s a side effect of my role in the ITSM industry, but whenever I interact with a Help Desk or Service Desk, I can’t help but take mental notes about them. So, I thought I’d spend a little time documenting some of the things that distinguish them – for better or worse (and
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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
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Dropping the “IT” from ITSM
We’ve been saying it for years, “it’s time to drop the IT from ITSM” but it’s even more appropriate today than it was when I heard it ten years ago. I was recently asked to write an article on Enterprise Service Management (ESM) and while I was getting it started did some poking around on
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The Internet Experience: Employee Self Service and Self Help
I recently attended an ITSM conference where I heard the words “…and when we get to real self help…” OK, almost 20 years since I first heard the term “self help” we’re still trying to get there! It’s true, back then the tools weren’t truly ready for real self help, so it looked like a
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