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The Past and Future of IT Service Management

I’ve been involved in IT service management (ITSM) since the 1970’s, and I’ve seen many changes since then. Here’s my summary of where ITSM...

ITSM

Navigating the Road to SIAM

At this year’s annual Service Manager Day I’ll be presenting a session on “The Road to SIAM.” Based on my experience implementing Service Integration...

Are you ready for the future of ITSM?

When I started my service management career, ITIL version 2 was king and we didn’t really question ‘how’ we did service management. The companies...

SERVICE DESK

Redefining Service Delivery (from Meek to Magic)

I love speaking at the SDI conferences, not because I love speaking (I do quite like it) but because of stories afterwards. I usually...

Is Your IT Organization Actually Ready for Self-Service?

You can’t escape the growing interest, and adoption levels, of self-service for corporate IT. And there are definitely self-service benefits to be reaped via...

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