The ‘Watermelon SLA’ concept is a simple a graphical way of showing that many SLAs are not fit for purpose. This has been successful in getting some clear and honest messages across to the industry about expectation management, performance measurement, metrics and relationship management. The basic idea of this is that, as a watermelon looks […]
I am regenerating my blog (its been a while) and am delighted to do this just as we are about launch the new ITIL4 Managing Professional Publication – Create, Deliver and Support. I have been privileged and honoured to be the Lead Editor on this book, working with some brilliant people – John Custy, Jon […]
Happy New Year for 2016 !! I wish you success and happiness Its been a busy year in 2015 The ITSM world continues to rock daily between inspiration and opportunity, to introspection and despair – at least in terms of visible hype. The reality for most organisations that actually deliver IT services is often simply […]
Successful IT delivery requires requires the spinning of many plates. Collaboration, team building, mutual trust and personal confidence are essential to your management team in order to ensure its smooth running but these are all tested in times of change. Without them, projects and initiatives fail to deliver value, and this in turn can have […]
A few years ago a colleague of mine took a job heading up the professional services team of an ITSM vendor. During the recruitment process, he was quizzed on his ability to develop a consulting practice around the toolset and to achieve quality implementations of the solution. The goal was service improvement for clients. On the morning of […]
A busy and productive time was had this week at the sits15 Show – Many congrats to Diversified UK and particularly Toby Moore and his team who have taken this again to another level. To me if felt that the show presented the (ITSM) industry at a new level of professionalism. I had a great […]
If you are going to SITS15 – I hope to see you there… I’ll be on my (ITSMGoodness) stand, as well as presenting and facilitating on ITSM/ITIL/DevOps. Mostly I’ll be talking shop with practitioners and other industry bods about how to improve and achieve success with ITSM. I’ll also be on hand to discuss the […]
Last week I went to an informal drinks party to celebrate the retirement of one of my business mentors – David Smith. I worked for David initially in the 80s, when he was an IT OPS manager and I was coming through the ranks as a rookie Helpdesk manager. David was the driving force behind […]
‘Everything is Awesome’ This was the signature song from the ‘Lego Movie’, which was released in 2014. This movie – filmed entirely with animated Lego – is a brilliant multi-level piece for kids and adults alike, providing great excitement and action for children and also delivering wonderful spoofs of many movies and cultural icons. The […]
A few thoughts on the last day of 2014 – hopefully avoiding the ‘5 trends to look for in 2015’ and ‘what we learned from 2014!’ shtick… There’s so much negative and depressing world news and also mixed hype swirling around in IT/tech that I thought I’d just mention some real moments of positivity from […]