Home Authors Posts by Ivor MacFaralane

Ivor MacFaralane

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.


7 Things ITSM Can Learn from a Broken Fridge

Some aspects of my consumer-life customer service experiences bug me. They shouldn’t, but they do. It’s often the little things that show a slapdash...