Service Management Insights

Let’s be honest, the concept of having a “Lite” version of anything is not really new and we’re not trying to claim "ITSM Lite' as a...

ITSMaaS - what the feck is that? As a marketing acronym, we’re not convinced that it works very well - it's quite the mouthful! But, the...

Continual Improvement is an essential practice across all businesses. Speak to any CEO or business leader, and they will agree that...

Over the past 5 years we’ve seen a significant increase in the take-up of part time, or what we like to call ‘thin slice’ Service...

When I first launched the company as a lonely ‘contractor’ all those years ago, I just wanted a company name that I could trade under,...

Implementing an IT or Enterprise Service Management workflow platform is a significant undertaking. I think we can all agree on that...

A few months ago we published an article called ‘The Problem with Problem Management’, focusing on the big challenge around the...

Creating a Service Catalogue can be a lot of work - is it worth it? As any Service Management practitioner will know, the act of creating...

Although often overlooked, one of the key functions of many ITSM platforms is workflow and process automation. In addition to the...

Why buy a super car for grocery shopping? There is an argument to say that owning a super car for doing the grocery shopping might be a...

Business Relationship Management (or 'BRM'), who cares? What?! Who cares? How can we simply disregard such an important business...

Despite its age, maturity and clear business benefits, why is Problem Management one of the least utilised Service Management practices?...