• ITSM Community: What Are We Trying to Achieve?

    ITSM Community: What Are We Trying to Achieve?

    It’s a bright Autumn day and I’m walking around the neighbourhood that I know and care for like an old friend. An exhausted scrap of Atlantic storm has trundled in overnight. No serious damage, just a scruffiness about the place, some minor debris, a few of the smaller branches of the old oaks littering the
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  • Service Request Catalog: Failing to Fail

    Service Request Catalog: Failing to Fail

    Many IT organizations fail at their first attempt to go online with Service Management via a Service Portal or Service Request Catalog. Today I’ll look at some of the reasons why and provide suggestions for succeeding the first time, through widespread engagement combined with an agile growth that maintains momentum throughout your efforts. Before beginning,
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  • Intelligent Automation – New Capability for ServiceNow

    Intelligent Automation – New Capability for ServiceNow

    One of the big ticket items announced at Knowledge17, the annual ServiceNow show, this week was the ServiceNow Intelligent Automation Engine. Through this capability, ServiceNow aims to give organizations the ability to prevent outages, automatically categorize and route incidents, benchmark performance against IT peers and predict future performance. The engine will also bring machine learning
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  • ITSM Future Readiness – Where is the Industry Headed?

    ITSM Future Readiness – Where is the Industry Headed?

    Anyone working in IT currently knows all too well that the way we work and the tasks we need to accomplish are changing at a dramatic rate. But is the work getting easier or harder? Earlier this year ManageEngine ran a global survey on ITSM Future Readiness, and one of topics they covered related to what
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  • How Do You (con)Figure?

    How Do You (con)Figure?

    What is configuration management? People (at least some people) have always been aware that knowing where things are and how things work together are good things to be mindful of. It’s why some have always been attracted to maps and puzzles (which are sometimes the same thing), and have that urge to disassemble and reassemble
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  • IT and the Business – A Worrying State of Affairs

    IT and the Business – A Worrying State of Affairs

    I recently made a 3-week whirlwind tour to a number of destinations (Germany, Bratislava, UK (London & Manchester), Poland, Mexico, Norway and the Netherlands, reaching out to around 650 people from different organizations. As Akshay Anand from Axelos commented, quoting a film title ‘It’s Tuesday it must be Belgium’ such was the feeling I had
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  • Smart Cities – Citizens Must Drive the Transformation

    Smart Cities – Citizens Must Drive the Transformation

    With all the discussions surrounding smart cities, many members of the public, even policy makers are still unclear about what exactly a ‘smart city’ is. And while this is slowly changing, Governments are starting to realise that decisions on the future of cities needs to be a collaborative effort, and citizens must be involved, so
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  • Influencing: A Technologist’s Second Expertise.

    Influencing: A Technologist’s Second Expertise.

    One of the things that I love about the technology industry is that it is full of smart capable people. IT professionals that I have the privilege to work with all have tremendous knowledge and expertise, which has been built over years and in some cases decades of study and practical application.  As a result
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LeaderBoard (970×90) Actian – Hybrid data warehouse