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2020 has been a year unlike any other. One which has seen the market wake up from years of comparative inertia to invest in and adopt new technology to enable the exponential shift to the remote economy and digital transformation. Change is the new...

  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...

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...

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...

I love the idea of this quote, attributed to the wise man Mahatma Gandhi this simple quote is profound because it strikes right at the heart of human behavior.   In every part of our lives, there is change, and most of it is outside of our control;...

Many a great manager has asked themselves the time-honored question; How do you make people follow procedures and not miss things?  Having more or less documented the processes, and having put them into your knowledge base tool, and having created...

I was flying to Orlando today heading over to Fusion 2017 and it turns out that Virgin Atlantic now have Wifi on board.  The last time I used Wifi on a plane was on a domestic flight in the US where the technology was based on ground-to-air...

I was inspired to write this article on the back of a question asked on the Back2ITSM community by William Goddard which was... When an ITSM vendor leads with ITIL process, how does that make you feel? I think the answer to the question is obvious,...