Insights

The evolution of Service Management In past blog articles we have discussed the relationship between `traditional ITSM`, Agile and DevOps in relation to how these approaches can help us to fully understanding business and customer needs. As organisations are reaching an ever-increasing level of digital…

The aim of Service Management in theory is simple. Providing services and products that meet customer needs and enable strategic business goals to be achieved. So why are so many companies getting this wrong? This short article explores the expectations of businesses and customers in…

There are no two ways about it - Service Management in several organisations needs a necessary face-lift to move with the times and remain relevant. Service Management is seen by many as an inhibitor, or a blocker, and not necessary in today’s Agile, cloud driven,…

As outsourcing best practices and challenges will be the theme for our upcoming blog posts, this week we focus on a challenge that many of you will have faced or could currently be experiencing – clock starts. You may be finding that SLA reporting from…