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Patrick Bolger

Patrick Bolger
Patrick is dedicated to the communication of industry best practices, working with customers, industry associations and IT luminaries to identify trends and educate organizations on the opportunity associated with service excellence. Patrick is an active contributor to a number of strategic groups and partnerships that influence the service management industry, including the Service Desk Institute (SDI), Help Desk Institute (HDI), and the IT Service Management Forum (itSMF). He is a compelling and popular speaker at events worldwide and contributes to many industry publications.
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Recent Posts

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


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 since implementing Hornbill.


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


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 the things you need to consider to keep momentum going, because implementing a new HR Service...


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

Determine your preferred release strategy


Deliver the HR Service experience your employees deserve - Part 6

The sixth blog post in this series covers the important topics of defining your services, building your Service Catalog and request types, and how to leverage User Stories to ensure that your HR Service Management solution has the right...


Deliver the HR Service experience your employees deserve - Part 5

The fifth blog post in this series explains some of the challenges that are often not factored in, and how anticipating them early on will lead to smoother and more successful adoption of HR Service Management.


Deliver the HR Service experience your employees deserve - Part 4

The third blog post in this series provided advice on getting feedback from employees and also highlighted the top challenges that recruiting managers face when dealing with HR. This fourth blog post describes some useful techniques that allow you...


Deliver the HR Service experience your employees deserve - Part 3

Following on from the first and second posts in this series, this third post explains the steps that should be taken early on to understand the problems that need to be addressed by HR Service Management.