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Coronavirus – Remote working and Collaboration

Whilst people argue whether government responses to delay the spread of COVID-19 have been adequate, any measures that are being implemented now, will undoubtedly be escalated during the coming weeks, as countries try to flatten the peak of...


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...


Be the change you so desperately seek!

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;...


Why do people struggle to follow processes?

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...


Working at 37,000 feet with Hornbill

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...


Exactly Why do ITSM Vendors Lead with ITIL?

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,...


Innovation: Insanity and the Fear of Change

They say that the definition of insanity is doing the same thing over and over again and expecting different results. If that is indeed the case, you could say that many of the things that we do in our lives are insane. How many people go to work...


Innovation: The Hornbill Hackathon and are innovation days right for you?

After being inspired by a talk from Dan Pink about staff motivation, I introduced the already tried and tested concept of a 24-hr innovation day to Hornbill. The first Hornbill Hackathon was held back in July 2011 and as I write this we have...


Innovation: Customers don’t always know what they need until you show it to them

There is an old saying that goes something like “the customer is always right” and if you follow that principle you cannot really go too far wrong, do what your customer wants you to and you will have a happy customer that will spend money with...


Innovation: Why does Innovation matter?

Around seven years ago I took a long hard look at our business, our products and the Service Desk tools market. I was trying to make sense of why it was progressively getting more difficult to differentiate.  This was a time when there were 100’s of...