Recent Posts

News that your product champion is leaving a customer organization is always a blow to a vendor, especially when that person has pushed the capabilities of the tool to deliver incredible value to their business. However, the news that they want to...

  The impact of COVID-19 has fundamentally shifted the way organizations and businesses operates and investing in an effective self-service channel  will be essential. When implemented correctly, self service offers a fantastic opportunity to...

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 selection process, and although they had selected Hornbill for IT, the solution had not yet been...

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 lockdown, and the sterling efforts from IT teams to get everyone working from home. That period...

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 the article, including a couple from customers on LinkedIn. When I responded to these comments, I...

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 Hornbill INSIGHTS19. Marc's presentation on IT Automation was one of the most popular sessions of the...

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 since implementing Hornbill.

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 the day - Transitioning agile projects into service - drove excellent discussions about the role of...

Celebrate success and prepare for continual improvement The final blog post in this series provides some ideas on how to measure early success and the things you need to consider to keep momentum going, because implementing a new HR Service...

Marketing your services This penultimate blog post in this series discusses the important task of marketing your services.