How often do you look at an IT service management department and think that someone has just devoured the ITIL textbooks before setting up the organisation? Every function has its own team, with everyone working in their own silo, focused on their day to day…
The Service Desk is the shop window of your IT department and is where first impressions are made. If, like many other IT leaders, one of your goals is to improve customer satisfaction, it is a common misconception that huge investments in backend technologies or purchasing the latest applications will wow…
In the world of IT Service Delivery, how many of us sit there and scratch our heads when numbers and pretty charts are produced that are supposed to evidence how we are performing. How often do you think “oh, that's really useful and informative”? Not…
“Our IT Service Management tool works ‘Out of the Box’” – that’s a confident and clear statement from the tool vendor isn’t it. Buyer: Can we use your IT Service Management tool for Incident/Problem/Change Management, can it integrate with my monitoring tools, will it work…
Is there a conspiracy and master plan to keep IT a secret? Do IT professionals deliberately describe things in such a manner and over complicate things to the point that only they know what they’re talking about? To complicate things even further, the new generation…
`Culture eats strategy for breakfast` - Peter Drucker. As the new world starts to hit companies and organisations across the globe, the word transformation is appearing everywhere. Agile transformation, digital transformation, tooling transformation, operating model transformation………there seems to be a need to transform everything! The…
Gartner will shortly produce another Magic Quadrant (GMQ) for ITSM Tooling and it will not be rocket science. By far and away Servicenow.com leads the way with BMC just behind them and the rest following thereafter. There are apparently over 400 products covering the different…