- "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
Why Total IT is the future by Steve Straker
Not only is the recent ServiceDesk360 article about Total Football principles being applied to ITSM based on sound thinking, but the concepts introduced should be taken further. Steve Straker of Fujitsu Systems argues that flui...
Why we must divert our eyes from the Great Red ITIL Storm
While we’re busy enjoying the ITIL rewrite debate, a much bigger issue is looming over the horizon which threatens the fabric of ITSM, writes James West. Arguing about ITIL is to IT service management what the Great Red S...
The ITIL free-for-all begins?
ITIL has abandoned its independent roots, with the original guardians of the best practice framework no longer supporting further development, and the continued success of a certification scheme indicating that ITIL has become ...
Rudderless ITSM part 1: how do we navigate our community to calmer seas?
Two forces – the relentless pace of change in the business technology space birthing challenges such as BYOD, and the apparent demise of ITIL as the ITSM industry’s guiding light, has left a feeling of unease. Is ITSM...
Who to meet at the Service Desk & IT Support Show – part 1
With the Service Desk & IT Support Show (SDITS11) less than four weeks away, we begin our preview of what is shaping up to be the most important industry event for many years. The service management industry, after many yea...
Is technophobia and arrogance killing the IT department?
Logically, an IT department implicitly understands the latest technology better than anyone else in the business. Why this may be true historically, James West says that IT’s mastery of tech is slipping and why refusing to ...
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