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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

Deliver the HR Service experience your employees deserve - Part 2

The last blog post in this series explained that companies who invest in their employee experience, on average, generate four times more profit and over double the revenue of those that don’t. Therefore, it’s no surprise that executives are...


Deliver the HR Service Experience your employees deserve - Part 1

I recently had the pleasure of working on a Smart Guide: Deliver the HR Service Experience your employees deserve with Samantha Eaton. Sam has over 25 years’ experience in transforming service delivery within the public sector. In the Smart Guide,...


Love me Tender

 Although Elvis Presley and Vera Matson were given the credit, the principal writer of “Love me tender” was Ken Darby. At the time, Elvis’ publishing deal demanded that writers concede 50% of the credit for the song if they wanted Presley to record...


SPOTLIGHT: Toyota Motorsport GmbH

Toyota Motorsport GmbH is a unique high-performance testing and development facility located in the centre of Europe; in Cologne, Germany, specialising in high technology. TMG is a wholly-owned subsidiary of the Toyota Motor Corporation and offers...


GOSH – Improving IT to help clinicians provide better care to children

Service improvement is important to every organization, but it is critical to Great Ormond Street Hospital IT teams, as they support the fantastic people who look after poorly children. Our last blog post described how the IT teams at Great Ormond...


Hornbill supports Digital Transformation at Great Ormond Street Hospital

Great Ormond Street Hospital for Children NHS Foundation Trust (GOSH) is a national centre of excellence in the provision of specialist children's health care, delivering the widest range of specialist care of any children's hospital in the UK. It...


Hornbill Service Manager improves IT performance at the Victoria & Albert Museum

I visited the Victoria & Albert Museum recently to record a short video with Grant Fettis (Change Manager) and Chris Nutt (IT Service Desk Manager) about their experiences of implementing Hornbill Service Manager. It was clearly a smooth experience,...


SPOTLIGHT: Northumberland County Council

In June 2016, Lee Mcdermott visited the SITS event in London to look at the latest versions of ITSM solutions in the market. After reviewing several ITSM tools, the team at Northumberland County Council selected Hornbill Service Manager, and started...


SPOTLIGHT: Great Ormond Street Hospital - IT Services supporting The Child First and Always

Last week I visited Greg Fellowes, Service Support Manager, and Hayley Gordon, Senior Service Desk Systems Administrator at Great Ormond Street Hospital (GOSH) to chat about their progress with Hornbill Service Manager. It was incredibly refreshing...


Crown Packaging - Modernizing Enterprise IT

Crown Packaging is the leader in metal packaging technology and the number one producer of food cans and metal vacuum closures in the world. In 2017, the company celebrated its 125th anniversary and now operates in 36 countries, employing over...