What is IT Service Management?
International Institute for Learning
January 24, 2024
A blog discussing IT Service Management, what it is, what it isn't, its history and its future.
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Tags: IT Leadership, IT Operations, IT Strategy
Mixing ITIL with complementary flavors: Crafting the Perfect Service Management Cocktail – for your organization
ManageEngine
January 08, 2024
This article will explore the comparisons between ITIL and other prominent frameworks, focusing on how these comparisons matter to service management practitioners, service desk teams, and technical support teams.
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Tags: IT Leadership, IT Operations, IT Strategy
Navigating the Future: IT, Service Management, and Sustainability in Travel and Hospitality
Flying Carpet News
December 07, 2023
The importance of Service Management in the Travel and Hospitality industry.
In this article, I'd like to shed light on three crucial aspects:
• The importance of IT and Service Management
• The significance of inter-sector communication
• The need to embrace sustainable technological advancements.
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Tags: Customer Experience, Climate Change, IT Strategy
Service Management and ITIL: When IT and Digital are the organization
AXELOS
August 24, 2023
Why is a question about the value of ITIL worth asking in 2023?
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Tags: Customer Experience, Digital Transformation, IT Strategy
Value-based reflections - srvision 2023.
Linkedln
April 21, 2023
I began writing this article at 4 am, in my Utrecht hotel room, my head valiantly attempting to process the last few days' events. So, into my phone notes, I went...
As always, I am awake bright and early, tired and yet invigorated by a fantastic few days in the beautiful city of Utrecht, the Netherlands, where I had the pleasure of speaking at srvision (pronounced 'sur-vision') 2023.
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Tags: IT Leadership
An Education in Service Management
IT Governance Publishing
December 07, 2023
An Education in Service Management – A guide to building a successful service management career and delivering organisational success.
IT is a business-critical function. It delivers experiences, stimulates strategic shifts, and protects organisations from theft, cyber attacks, and the related regulatory, reputational and financial impacts.
ITSM is a critical element of IT that is often misunderstood. In this book, the author and his network of associates demystify ITSM and help you understand how:
Working in or with ITSM enables you to build a career that spans global industries, locations and sectors;
ITSM roles vary from service desk analyst to chief technology officer or consultant; and
As a CTO, a CIO or an organisational leader, you can enable your teams to deliver exceptional digital experiences that delight your consumers, partners and customers.
Whether you are contemplating a career in service management or are working in the sector, this book will help you understand current trends, job opportunities, frustrations and progression. It also features contributions from industry professionals to show what their day-to-day service management role looks like.
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Tags: Careers, IT Leadership, IT Strategy
Co-creating value in organizations with ITIL 4: a guide for consultants, executives and managers
Willams Lea
February 20, 2023
Co-creating Value in Organizations with ITIL 4 expands on the principle of value co-creation described in ITIL 4. Based on the author's personal experience across different business sectors, he presents valuable insight and practical guidance on how to balance ITIL with real world situations. It is an essential read for every executive who is concerned about the long-term viability and value of their organization
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Tags: Business Strategy, IT Leadership, IT Strategy
Post Office – A National Scandal: What can we learn from IT?
The Service Desk and IT Support Show
April 18, 2024
The discussion will focus on the lessons learned from the Post Office Horizon IT scandal, analysing its impact and exploring the crucial role of Service Desk and IT Service Management (ITSM) in averting such crises in the future.
We will engage in a conversation about the significance of communication, knowledge, governance, and the profound impact of IT issues on mental well-being. We welcome your input during the event.
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Tags: Culture, Health and Wellness, IT Leadership
All you ever wanted to know about Allyship....but never dared to ask.
The Service Desk & IT Support Show
April 17, 2024
The working world from two perspectives: female and male. Our presentation will centre on two ‘Information Technology’ professionals who, over time, work across multiple industries and see the same male-dominated behaviours in each one.
Both our characters (Lucy and David) will deliver cold hard stats and discuss real world scenarios that they have experienced from their female and male perspectives. Ultimately guiding the attendee down a path that will lead them to question and improve their own behaviours to act as allies to everyone, regardless of gender, self-identification, race or religion.
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Tags: Coaching, Culture, IT Leadership
ISO/IEC 20000-1 IT Service Management Standard Community
The International Organisation for Standardisation (ISO)
January 30, 2024
Don't miss out on this exciting event happening on January 30, 2024, at 11:00 AM UTC, hosted by the ISO/IEC 20000-1 IT Service Management Standard Community! - which can be found https://lnkd.in/ekEuMfpC
In a change to our programming, we will no longer be joined by the amazing Lucy Grimwade ACC due to work commitments. Still, we are thrilled to announce that we will be joined by two equally impressive guests, Georgina Otubela and Sophie Hussey, to discuss how we can inspire and engage the next generation, including GenZ and Gen Alpha, in Service Management.
Register now at the link below to secure your spot: https://lnkd.in/gXf6RnQ7
Do you have any questions you'd like to ask our speakers?
Feel free to share them in the LinkedIn group. https://lnkd.in/ekEuMfpC
#GenZ #GenAlpha #work #servicemanagement #ISO #futureofwork #standardsmatter
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Tags: Careers, Culture, Leadership
The Future of Service Management
Service Desk Institute
May 03, 2023
Sat on a panel discussing the role of Service Management and its future as an organisational enabler.
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Tags: Careers, Culture, IT Strategy
S2 Ep1: ITs all about choices - The Allyship Special
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September 22, 2023
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Tags: Careers, IT Strategy, IT Leadership
S1 Ep10: IT's all about Choices. Episode 10. Working in IT Security, and learning from your mistakes. With Arthur Barnes
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January 07, 2023
In Episode 10 of IT's all about Choices I'm joined by an old client, Arthur Barnes.
We discuss working in IT Security and Learning from your mistakes.
Arthur and I met in 2015. I had chosen to give up the security of full-time employment to work as a self-employed contractor, not only did I give
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Tags: Careers, IT Strategy, IT Leadership
S1 Ep9: IT's all about Choices. Episode 9 Female Leadership in Technology with Liz Lyne
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November 18, 2022
In Episode 9 of IT's all about choices I’ll be joined by my former manager and mentor Liz Lyne.
Liz and I met in 2010 working together for several years.
In my career, I've been lucky enough to have some great mentors. Working with Liz and learning from her was pivotal to my own self-development
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Tags: Careers, IT Strategy, IT Leadership
S1 Ep8: IT's all about Choices. Episode 8 with AGILE coach, Dave Laycock
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October 14, 2022
In Episode 8 of IT's all about choices I’ll be joined by a mentor of mine, Dave Laycock.
Dave and I met in 2010, back then I worked for Dave, and if I'm honest this time working together reset and challenged so much of my thinking and approach to work.
I'd grown confident, considered myself expe
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Tags: Careers, IT Strategy, IT Leadership
S1 Ep7: IT's all about Choices. Episode 7 with Ricky Raithaha
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September 16, 2022
In Episode 7 of IT's all about choices I'm joined by Ricky Raithatha.
Back in August 2008, I interviewed Ricky, offering him a role in my London-based Service Management team. Ricky was excellent, the missing piece of the jigsaw, in fact, Ricky was so good that my job was done and I chose to move o
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Tags: Careers, IT Strategy, IT Leadership
S1 Ep6: IT's all about Choices E6 with Becs Doherty and James Doherty
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July 08, 2022
In Episode 6 of 'IT's all about Choices' I speak with Bec’s Doherty and James Doherty, all the way from Auckland, New Zealand. Today, Bec’s works as a People & Culture Manager, and James as a Project Delivery Leader.
Back in the mid-2000s, we all worked in and around the City of London. Be
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Tags: Careers, IT Strategy, IT Leadership
S1 Ep4: IT's all about Choices E4 with Nick Evans
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June 13, 2022
In Episode 4 of IT's all about choices I’ll speak with Nick Evans. Nick is recently retired having been a long-time employee with IBM.
In the early 2000's Nick was managing IBM's largest helpdesk of that time. During this period I was transitioning from a Helpdesk analyst to a more Service Manage
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Tags: Careers, IT Strategy, IT Leadership
S1 Ep3: IT's all about Choices E3 with Derek Kelly
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June 13, 2022
In Episode 3 of IT's all about choices - I’ll speak with Derek Kelly.
Derek and I made a series of choices that led to us working together in the more formative years of our careers from 1998 through to 2005.
At the time our career paths seemed almost entwined, but sometimes choices are made tha
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Tags: Careers, IT Strategy, IT Leadership
S1 Ep2: IT's all about Choices E2 with Marion Herholdt
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June 13, 2022
Back in 1998, I made a choice that would change my life and my career forever.
In Episode 2 of ITs all about choices - I’ll speak with Marion Herholdt, Marion gave me confidence during a period where I really doubted my own choices and my ability to ‘make it'.
We’ll reflect on the choices th
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Tags: Careers, IT Strategy, IT Leadership
S1 Ep1: IT's all about Choices - E1 with Zaf Khan
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June 13, 2022
On this, the first episode of 'IT's all about choices' I'll be joined by a man I'm proud to call a friend, a mentor, and an inspiration.
My guest is Zaf Khan, Zaf and I first met and worked together in 1997. We were both young dumb and full of fun, but behind all of this, we shared a purpose and a
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Tags: Careers, IT Strategy, IT Leadership
S1 Ep5: IT's all about Choices E5 with Doug Oram
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June 13, 2022
In Episode 5 of IT's all about choices I’ll speak with Doug Oram, a fellow Enterprise Service Management Professional and the man who introduced me to classical music.
Back in 2005, I took my first steps out of the sanctuary of IBM, stepping into a whole new world of Investment Management. A choi
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Tags: Careers, IT Strategy, IT Leadership
Co-Creating Value in Organisations at Spark 2023
The Service Desk Institute
October 31, 2023
Having worked for 30 years in IT 'Service' related roles, David discusses how he has set up and co-created Value-Focussed Communities of Practice, which enable and improve the delivery of digital services to global organisations, their teams, their customers, their partners and consumers.
David will discuss real-life examples where he has co-created Value Focussed Communities of Practice and how these enabled IT Service management to become more enterprise focussed through co-created knowledge, measurement and language, as well as demonstrating the value of 'peeking under the covers'.
Co-creating value in organizations will help you understand how applying Value Focussed Enterprise Service Management thinking to your organisation via a Community of Practice can enable you to co-create value for your colleagues, partners and consumers.
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Tags: Culture, Customer Experience, IT Strategy
Co-Creating Value in Organisations
SR Vision 2023
April 17, 2023
Having worked for 30 years in IT 'Service' related roles, David discusses how he has set up and co-created Value-Focussed Communities of Practice, which enable and improve the delivery of digital services to global organisations, their teams, their customers, their partners and consumers.
David will discuss real-life examples where he has co-created Value Focussed Communities of Practice and how these enabled IT Service management to become more enterprise focussed through co-created knowledge, measurement and language, as well as demonstrating the value of 'peeking under the covers'.
Co-creating value in organizations will help you understand how applying Value Focussed Enterprise Service Management thinking to your organisation via a Community of Practice can enable you to co-create value for your colleagues, partners and consumers.
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Tags: Customer Experience, IT Strategy, Leadership
Co Creating Value in Organisations
The Open Service Community
March 22, 2024
Friday 22nd March 2024 at noon GMT.
Join me and a group of industry experts at the Open Service Community for a guided tour on Co-Creating Value in Organisations with ITSM.
It will be my privilege to be your tour guide; this interactive session will be based on my real-world experiences in Banking, Retail, Wealth, Travel, Insurance, and various other industries.
And if I alone cannot entice you, you'll get to meet some real experts, such as Matt Beran, Simone Jo Moore, John Worthington, and Sean McClean, to name just a few.
Join the community here: https://lnkd.in/ekZwsnJi
Join the event here: https://lnkd.in/eaiZJq3R
#OpenServiceCommunity #OSC #ITSM #ITsallaboutchoices #tourguide #CoCreatingValue
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Tags: Customer Experience, IT Leadership, IT Strategy
Co Creating Value in Organisations
ItSMF UK
December 01, 2023
Presenting to itSMFUK members on the topic of CoCreating Value in Organisations with ITIL4
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Tags: Culture, Customer Experience, IT Strategy
HDI Top 25 Thought Leader in IT Service Management
Tech Life Stories interview
ITIL Ambassador
IT Service Management Consultant
