Choosing ITIL service desk software can be a real headache. Just take a look through a few vendor websites. They all seem to say the same things, offer the same features, and promise the same high levels of customer service… so how do you tell which is right for your...
Housing Associations exist in one of those hybrid worlds, working within the challenging budgets of the not-for-profit organisation but faced with the demands of technology-dependent colleagues and often the organisation’s customers, partners and tenants. I’ve been...
Let’s be honest, the IT world is never short of acronyms. And unfortunately, while they can be useful, acronyms also bring with them an inevitable degree of confusion. The trouble is, once you’ve sat through a few meetings listening to people throw around terms like...
Business technology is moving at an unprecedented rate. At the same time, IT infrastructure has become essential to the daily operations of nearly every business on the planet. And, of course, those of us in the IT service management world are expected to keep pace....
Another year – and what’s changed in the ITSM world? My 2017 round up centred on SaaS – how organisations had come to terms with their security concerns of the Cloud and started to embrace the combination of certainty and flexibility that comes with hosted pricing and...
The evolution of the digital consumer is mirrored across the workplace; expectations of the technology available and service levels are higher than ever – how many of us are forgiving of a slower response at work when we know we’d get better in our personal world...
At this point, most people in the IT world have heard the term “DevOps”. Sometimes it’s mentioned with the excitement of the devout. Other times it’s more of a ‘what has this got to do with me?’ But what is Devops actually for? Is it a replacement for ITSM and ITIL?...
The concept of continual improvement is hardly new. The “small step work improvement approach” was first developed in the US during WWII, and has been a stalwart of business theory ever since. And let’s be honest, there’s never been a more suitable candidate for...
How markets evolve is a topic for endless debate. Anyone who’s been in an industry for any length of time will have seen trends come and go; the IT cycle of in-house to out-source to in-house being one that immediately springs to mind. There’s no right or wrong, just...
