Chief Evangelist and renowned industry expert, Patrick Bolger, is a key voice and guiding influencer in the Service Management industry. He is an active contributor to strategic industry groups and partnerships and is a compelling and popular speaker at events worldwide.
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SPOTLIGHT: AESSEAL unifies global support teams with Hornbill Service Manager

SPOTLIGHT: AESSEAL unifies global support teams with Hornbill Service Manager

AESSEAL, who have been a long-standing Hornbill customer, chose to upgrade from their on-premise Supportworks deployment. The team decided to look at...
Logiq - Hornbill drives better business decisions

Logiq - Hornbill drives better business decisions

News that your product champion is leaving a customer organization is always a blow to a vendor, especially when that person has pushed the...
5 Essential Considerations when Implementing Self-Service

5 Essential Considerations when Implementing Self-Service

The impact of COVID-19 has fundamentally shifted the way organizations and businesses operates and investing in an effective self-service channel ...
SPOTLIGHT: Wessex Water – Self-sufficient IT enablement

SPOTLIGHT: Wessex Water – Self-sufficient IT enablement

I first met Andy Gilbert in person at our Hornbill Insights event last year. Wessex Water had just wrapped up the final stage of their ITSM tool...
COVID-19: How is the Service Desk coping with home working?

COVID-19: How is the Service Desk coping with home working?

Last week, in the first video of this series, Nick Brailsford, from South Yorkshire Passenger Transport Executive explained the build up to the...
COVID-19: How has IT responded?

COVID-19: How has IT responded?

Last week, I wrote an article for ITSM.Tools and voiced my opinion on how COVID-19 might impact the future of ITSM. I received lots of comments about...
Stop fearing Automation, start driving IT

Stop fearing Automation, start driving IT

A couple of weeks ago, I caught up with Marc Littlefair, IT Services Manager at BTG Plc, to follow up on the excellent session he delivered at ...
SPOTLIGHT: City of York Council – Taking ICT to the next level

SPOTLIGHT: City of York Council – Taking ICT to the next level

This week I had a chat with Philippa Smith, at City of York Council, who kindly agreed to answer some questions about the progress they have made...
What is the role of Service Transition, and should we be making it redundant?

What is the role of Service Transition, and should we be making it redundant?

I attended an excellent session yesterday at the University of Oxford, which was organized by itSMF UK and the Service Transition SIG. The topic for...
Deliver the HR Service experience your employees deserve - Part 9

Deliver the HR Service experience your employees deserve - Part 9

Celebrate success and prepare for continual improvement The final blog post in this series provides some ideas on how to measure early success and...
Deliver the HR Service experience your employees deserve - Part 8

Deliver the HR Service experience your employees deserve - Part 8

Marketing your services This penultimate blog post in this series discusses the important task of marketing your services.
Deliver the HR Service experience your employees deserve - Part 7

Deliver the HR Service experience your employees deserve - Part 7

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