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The View From The Tower
Recently, Forrester Research released a blog entitled 12 Pieces of Advice For IT Service Desks – From A Customer in which an anonymous author discussed his/her opinion of the local Servicedesk. To...
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You Reap What You Sow
The celebrated author Mark Twain once said A man who carries a cat by the tail learns something he can learn in no other way The statement has an undoubted comedic element to it however the point is a...
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Back to the Future?
In a recent blog entry Taking IT out of ITSM: The re-emergence of service management and delivering value., the author describes a drive within our industry to ‘go back to basics and concentrating on...
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Leaving Las Vegas
When delivering service , I have always been of the opinion that technical skills are secondary to the ‘X factor’. The X factor is that rare combination of personality traits that makes a born service...
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Things Can Only Get Better?
When ITIL v3 was initially released it was a radical change from the old format. Gone were the sturdy blue and red books to be replaced with the funky, new, lifecycle wheel and there was much...
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