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What do companies really want from ITSM?

Over four years ago I posted a question related to ITSM on Quora – a question-and-answer website founded by two former Facebook employees at...

ITSM

Are service management practitioners willing to change?

Way back in September 2012 I wrote an article about DevOps for Service Talk, the journal of itSMF UK. It was meant to be...

DevOps and the Critical Questions

My presentation at the upcoming itSMF UK conference is the latest iteration of my “Kill DevOps” talk. I presented the first version in 2014...

SERVICE DESK

Improving Service Desk Performance Through Gamification

Great, fast, amazing, and excellent are all adjectives we love to hear about our IT service desk people and the service they provide. However,...

Customer Service Excellence – Now More Than Ever

Service desks have been measuring customer satisfaction for about as long as there have been service desks. If their reports are to be believed,...

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