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Digital Transformation

Remote Working Part 3: – Key management practices that must change

In Part 2, I tabled the idea that a transition to remote working will be difficult for many organizations, because I think it’s very important to recognize and deal with the challenges instead of just focusing on the many positives of remote...


Remote Working Part 2: – The “New Normal” is unlikely to happen for most organizations!

In Part 1, I introduced the idea that Remote Working seems simple, and this could be the new normal for many organizations who have a workforce made up of knowledge workers.  When the lockdown for COVID-19 kicked in, all businesses had to adapt and...


Remote Working Part 1: Is working from home really this simple?

On March 23rd 2020, I put out a general company communication that *all* staff should work from home with immediate effect, and until further notice – a communication I never envisaged I would ever put out at Hornbill.


COVID-19: How is the Service Desk coping with home working?

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...


COVID-19: How has IT responded?

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...


Escaping Your Firefighting Loop

4 Elements to Include in your Transformation Strategy Despite significant progress and innovation within the ITSM tools market, firefighting remains a serious issue for most service delivery teams.

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