Service Design

What Makes Service Design Successful?

Many companies introduce service design as a means to improve the suitability of IT services which make it to “live” for their customers and clients; but few consider what makes service...
Assessments in an Age of Digital Transformation

Assessments in an Age of Digital Transformation

Is it really the 25th anniversary of itSMF UK? This month we will be celebrating the anniversary at the 2016 itSMF UK Conference and as always it is one of the...
Intelligent disobedience

Constraint Space, Wiggle Room and Intelligent Disobedience

I’ve been writing and talking for the last year or so about something called intelligent disobedience – the empowerment of employees to make decisions based on the best available information rather...
eEght stand outs from the ITIL Practitioner Guidance publication

8 Things that Stand Out in the New ITIL Practitioner Guidance Book

It’s not often that I admit to being excited by a new ITIL publication (ITIL Practitioner) – the popular IT service management (ITSM) best practice framework, formerly known as the IT...
What should we in ITSM be doing in relation to DevOps?

Why isn’t DevOps Delivering the Anticipated Benefits?

At a Gartner event for Infrastructure & Operations (I&O) professionals earlier this year, the following was tweeted by Gartner Research Director Ian Head: https://twitter.com/heafod/status/607054262015782912 Stating that, at this Gartner IOM Europe event,...

FEATURED ARTICLES

How to Get More Out of Your Investment in ITSM Training

I recently attended and presented at the IT in the Park conference in Edinburgh, an event which Vawns Murphy has succinctly summarized with key learnings...