Learn about service and configuration management tools that can be used to improve user experience. Imagine being an employee who relies on your laptop to
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
One of the things about staying around an industry space long enough to get old is that you see things change so much they come
You Shouldn’t be Surprised if You Got Lost…. We’ve all heard the story (or a variation of it): “In order to address growing complaints from
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
One of the recent trends in support has been the virtual concierge desk: a walk-up experience for external customers or end-users in a corporate environment.
An interesting question AXELOS recently posed a question on their website Community Area. It was a Founding Members Challenge. Aimed at promoting discussion and debate,
Capabilities are the organisation’s most important asset The performance of any organisation depends not solely on process models and governance structures but on capabilities. It
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
All of my jobs have been service jobs I will come back to this, and how it likely applies to you too, shortly. First though,
In the previous chapter of this blog we discussed how Change management is a vital aspect of how successful organizations operate because it is a
Change management is a vital aspect of how successful organizations operate because it is a form of a control valve for modifications to the environment that,
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