- "Mike, Sorry the article disappointed, it was supposed to introduce some of the themes rather than explor..." - servicedesk360
- "Well after seeing this as a link from an email I was expecting rather more of a debate arround Social Media..." - MIke
- "Speaking as an IT support practice consultant, perhaps the reason why only 50% of businesses use metrics to..." - Noel Bruton
- "Hi Liz, We were very pleased that the prize was won by such a worthy winner and your happy reaction gave t..." - catherine staite
- "I agree with Matt, ITIL is a toolset / framework. what i'm seeing here is what as always been the topic com..." - geoff Cox
ITIL – impractical, unhelpful and doomed?
Noel Bruton explains why ITIL’s days are numbered, and introduces a series of articles which cover everything about effective IT support that is missing from the ITIL books. The news as reported on ServiceDesk360 about ho...
Thanks ITIL, time to say goodbye
Research from Hornbill as reported here indicates sluggish uptake of Version 3 of ITIL, but James West has taken a closer look and sees a more worrying reality for those invested in the best practice framework. Many of the busi...
Goodbye service desk, hello to the collaborative IT support future?
Is social media really a useful tool for ITSM? Can collaborative IT support complement rather than destroy our service desks? Maff Rigby of IT SmartDesk shows us why we cannot ignore the impact of social and what the future...
How to solve the ITIL paradox?
We need ITIL more than ever, but it is stopping us from meeting the challenges which will decide whether we have a job in five years from now. James West explains why we must solve the ITIL paradox. One of the key themes em...
Why are we still debating ITIL rather than guiding a revolution in business technology?
Despite claims that its currency is diminishing, ITIL still dominates conversations in the ITSM industry. James West explains why we must call time on ITIL for the foreseeable future. Back in August, I wrote an article arguin...
The joy and pain of SDITS12
Day one of SDITS12 was a watershed moment for the UK ITSM industry, according to James West, with real change evident. So why was he in professional despair just 24 hours later? I’ve been attending SDITS in its various inca...
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