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I was riding home on my bike recently when the traffic lights turned red, as they do.  I stopped, and waited for them to turn green again so I could go.  There...
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As an exhibitor, it seems to take forever to plan for the Service Desk and IT Support Show (SITS) but, once you are there, the two-day event is a case of “blink...
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I was trying to get support from a supplier recently and, after considerable delay in reaching a service desk agent, I was upset to be able to hear the boredom in his...
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DevOps is currently very fashionable, and so I hear lots of people talking about how their IT organization will be doing DevOps over the next year or so. The trouble is, as...
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Leading and managing an IT service management (ITSM) team can be tough. Not only do you need to think about your own performance, how you feel about your job, and your motivation,...
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Are you going to the annual Service Desk and IT Support Show (SITS16) in London? It’s a free-to-attend IT service management (ITSM) and service desk event where not only do you get...
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In Part 1 of this blog series, I covered what cloud native applications and microservices are – and left you dangling as to what containers are. I also mentioned “bees” but that’s...
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The cloud is now ten years old, if you view Amazon Web Services (AWS) as kicking off the cloud industry with its inaugural EC2, S3, and SQS services back in 2006. It’s...
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We all like to believe we are doing a good job. We all take pride in our achievements. But sometimes those of us who work in IT focus on the wrong things,...
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If you ask what a service desk is you might get any of these responses: IT operations or IT service management (ITSM) team: “The team we give the responsibility of dealing with...
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Today’s tech-savvy customers are taking their consumer-world IT issues into their own hands, with customers now looking online for answers in preference to calling or emailing the supplier to help them to...
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So Pink16 is done and dusted, and it’s already time for the second of the year’s IT service management (ITSM) industry’s “grand slam” events – HDI. Alas, I’ll be missing out on...
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As Joe the IT Guy said in his recent HDI blog on selecting a new IT service management (ITSM) tool – “Selecting any new technology is a serious matter.” In particular, there’s...
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As an IT service management (ITSM) consultant, customers sometimes start by asking me to carry out a maturity assessment. They usually tell me that they want to know how they compare to...
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Working in IT can be difficult at the best of times, with operational and organizational change often a particularly difficult “nut to crack.” We can, of course, use proven methodologies and techniques,...
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Recently I presented a webinar on getting started with service catalog. It's a topic that comes up often because getting started can be harder than it looks – especially without the support...
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Working on an IT service desk can be a thankless task at times. There’s a reason why it’s generally accepted that there is often a finite shelf life for people in the...
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