Speed of change

Speed as strategy: building a world of responsive enterprises

Our society is changing and accelerating. It used to take years for a product to achieve its break-through, but nowadays it takes no more than a single day for some apps...
How Artificial Intelligence Improves Customer Service

How Artificial Intelligence Improves Customer Service

We all know the frustrations of fighting our way through the options menu when we call “customer support,” and the tedium of navigating corporate websites and filling in lengthy online forms.Often...
Human Firewall

Service Desk and the Human Firewall

The majority of people in this world are good. If I were to put a percentage on that statement, I'd be looking at 80/20. Most people like doing good things, helping...
Latest LinkedIn UI

The New LinkedIn UI and 7 Tips for Better Corporate IT Releases

A major part of my working life is running IT service management (ITSM) events and, as a result, I spend a lot of time on LinkedIn – the professional networking site....
We All Need a Little BRM

Improving IT Service Delivery – We All Need a Little BRM

I read somewhere that the best IT department is one that is invisible and everything just works. On the ground, I also see IT departments constantly having to justify their existence...
Blockchain organizing paradox

Blockchain organizing: the new trust industry

There’s a new and disruptive concept to organize trust in the supply and demand chain. This concept will make traditional coordination mechanism, like ‘the firm’, ‘the bank’ or ‘the government’, too...

Improving IT and Business Value with Serious Play

The team of executive directors strode purposefully into the room. Their shoulders deflating somewhat as they realized that they’d promised a two-hour slot to the corporate IT organization for a mini...
DevOps Tear Down the Wall

DevOps: 5 Tips to Tear Down the “Wall of Confusion”

Back in the day, I was once the sysadmin assigned to a software development project team working on a new enterprise resource planning application implementation. My job was to support the...
Digital Experience

6 Ways Digital Experience Impacts the Service Desk

We now live in a world of anytime, anyplace, anywhere access to data and services, with instant gratification the required norm. Consumer-world led mobile and digital experience innovations have permeated the...
What Advice Would You Give Your CIO?

What Advice Would You Give Your CIO?

CIOs should be key members of any business C-team, but is yours doing what you expect them too? During the run up to 2016 itSMF UK event we asked a number...

FEATURED ARTICLES

Want the 2016 Gartner ITSSM Magic Quadrant and Other Analyst ITSM...

Please note that as of Friday 18th August there is a newer version of this post featuring more recent analyst reports, including the 2017...