In 23 years working for the UK government, Ivor Macfarlane moved from forestry to ITSM via prisons, warehousing, and training. In 1999 he became an ITSM consultant and trainer, as a freelancer and directly for companies. He was an author for ITIL (versions 1, 2 & 3), ISO20000 and ITSM library and an ITIL examiner since 1991. An active contributor to social media and blogs, he is well known at ITSM events and has presented around the world (40 countries so far and on every continent except Antarctica). In addition to his work as an independent consultant, he also works alongside ITSM.Tools as an Associate Consultant.
Could it be a cool idea to see ourselves as ITSM magicians? Using our magic skills to provide the tools and capabilities our customers need to use? And if so, how do we use this idea to make things better?