Going The Extra Mile May Not Be That Far – improving customer service
As a frequent traveller I spend a lot of time at airports in the lounge of my airline of choice. On a recent trip I
KarenFerris
May 14, 2015
ITIL
The Small ITSM Consultant Dilemma
An ITSM consultant memory of mine I was an IT director for a major bank when it was decreed by management that we would have
Daniel Breston
May 5, 2015
ITIL as a requirement
Supplier Management: How do you know suppliers use ITIL? You need to write a tender or RFC document and, when you ask him if he
Peter Brooks
May 3, 2015
The Things We Forget When We Change (Part two)
In my previous blog we talked about the top three change management initiatives we forget to leverage for business benefit. In this second part of
Carlos Casanova
April 29, 2015
Fred Luddy – The E F Hutton of ITSM
E F Hutton has nothing to do with ITSM. However, he was well known for a series of commercials created in the 1970s with the
Kirstie Magowan
April 27, 2015
The things we forget when we change (Part one)
Top 3 change management initiatives we forget to leverage for business benefit Sometimes it is easy to lose track of why we are performing a
Carlos Casanova
April 20, 2015
Pitfalls to avoid when implementing Change
You can’t avoid change. Whether in life or at work, it’s always happening: Change! When it directly impacts your job, or should I say, a
Carlos Casanova
April 9, 2015
IT S&M Pain or Pleasure – Major incident management
In the final part of this three-part blog we look at the pleasure and pain involved with Major incident management Major Incident Management To my
James Gander
April 7, 2015
Service Desk – Shift Left! And Then Again!
Service Desk 360 recently conducted a survey with the purpose being to collect different views and wants across the IT department; from the IT Director
KarenFerris
March 30, 2015
Service Management – A whole thing that just works is often better than perfect pieces
Service Management – Old isn’t always out of date Things have always changed, but for human society the rate of change over the past 40
IvorMacfarlane
March 25, 2015
Password reset – is it a change or a service request?
Let me apologize from the start for attracting your attention by this title. I will not answer that question. An ITSM thread on a social
Robert Falkowitz
March 20, 2015
IT Strategy: Where are we going?
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
Phyllis Drucker
March 15, 2015