The common myth with a lot of IT Service Management people is that DevOps is simply a case of letting Developers go wild on the production systems, with no change control or testing or anything! Furthermore, most ITSM peeps think that this anarchistic version of DevOps is exactly what Developers want! It means they [...]

  It’s become a tradition to start these updates with a brief comment about the weather here in Bristol, but this month I’m going to avoid that. The weather here has been so bad that it’s not even worth mentioning. I mean – call this summer? I haven’t seen the sun for weeks! So, I [...]

  This webinar demonstrates the features of the IT SmartDesk platform, covering both the IT Service Management aspects of the platform as well as the Social and community aspects of IT SmartDesk. This 30 minute webinar will cover the following topics: Incident Management Change Management User Management Social Interactions Pricing Options Date: Thursday 26th July [...]

  Social IT implementation doesn’t have to be a “Big Bang” approach; you don’t need to replace your existing toolset and you don’t need to completely re-train your staff. In this free webinar we will show you some quick and easy ways to take those first steps towards a successful Social IT implementation. This 30 [...]

  Here’s a video of the presentation I gave on the Social IT Service Desk at the UCISA conference today. Sit back, crack open the popcorn and enjoy!

  The Service Desk Institute have released a white paper entitled “The Service Desk 2017 & Beyond” which brings together a really interesting set of thoughts and opinions from some of the ITSM industry’s top thought leaders on how the Service Desk will evolve over the next 5 years. I was asked to contribute to it, [...]

  In part 1 of this 6-part Blogathlon, I discussed the goals of Social IT – i.e. what you can expect to achieve if you correctly implement Social IT within your organisation. In parts 2 – 6 I’ll outline and explain the 5 Social IT metrics: Contribution, Engagement, Influence, Efficiency, and Trend Analysis. Contribution Within [...]

  The IT Service Management industry is becoming increasingly familiar with the concept of Social IT – i.e. the blending of traditional IT Service Management processes with Social Media communication and collaboration techniques. However there is still a reluctance to jump in and start implementing Social IT, which for many people is due to the [...]

  Social IT implementation doesn’t have to be a “Big Bang” approach; you don’t need to replace your existing toolset and you don’t need to completely re-train your staff. In this free webinar we will show you some quick and easy ways to take those first steps towards a successful Social IT implementation. This 30 [...]