LeaderBoard (970×90) Zarget – CRO
  • 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,
    Read More…

  • The four-part harmony that made the ITSM Global Podcast sing in New Orleans

    The four-part harmony that made the ITSM Global Podcast sing in New Orleans

    A tireless team, great hosts, smart guests and supportive vendor sponsors How many ITSM and technology professionals does it take to screw in the light bulb? If the light bulb is the ITSM Global Podcast and the term “professional” is used loosely, then, in New Orleans, it took 4 GoTo Marketers, 2 amazing hosts, 29
    Read More…

  • Tear up your IT support SLAs

    Tear up your IT support SLAs

    Your Customers don’t care Best practices are hard to give up. Once a practice earns the ‘best’ prefix, we adopt them unthinkingly, as an act of faith. The latest best practice being demoted from ‘best’ to ‘worst’ is the dreaded annual performance review. Organizations like Accenture and GE are leading the charge and replacing annual
    Read More…

  • No Tricks, Just ITSM Treats

    No Tricks, Just ITSM Treats

    I think the ITSM “Voodoo Queen” used her power for good this year! As a result, we are all very excited to be recording FUSION 15 podcast episodes next week in her hometown, New Orleans. We have some amazing guests lined up and, as always, I am sure we will have a few surprises. This
    Read More…

  • Getting drunk on ITSM processes

    Getting drunk on ITSM processes

    Are the ITSM processes in your business making people tipsy, making them wander aimlessly through activities but not really aware of where they are going or what they are trying to do? Or perhaps giving people the feeling they are experiencing a particularly bad hangover? You may even find that some of your processes are
    Read More…

  • Power eats COBIT ® for lunch

    Power eats COBIT ® for lunch

    Governance of IT from a behavioural perspective Christian Feldbech Nissen (CFN People, Denmark) and I had the pleasure of being part of an itSMF Sweden workshop in September 2015, in which we explored the elusive term ‘governance’. We came to the conclusion that while formal structures and processes are valuable resources that can be used
    Read More…

  • How to win at work even with a ‘Horrible Boss’

    How to win at work even with a ‘Horrible Boss’

    Horrible Bosses! Bad Managers and less than supportive colleagues. Most of us have, at some time, had to endure them and the way they make us feel about work. Being stuck with a bad boss isn’t great for moral or productivity. In the 2011 and 2014 films on the subject, (Horrible Bosses 1 and 2)
    Read More…

  • Service Management and fitted kitchens

    Service Management and fitted kitchens

    But you’ve done this before haven’t you? Everyone who’s worked as an ITSM consultant – external or internal – is familiar with the ‘just do ITSM for me’ line. The customer has decided to ‘do’ ITIL (or COBIT or ISO2000, choose your framework). They expect to take processes drafted elsewhere and apply these to their
    Read More…

LeaderBoard (970×90) Zarget – CRO