For many organisations, an unexpected system or component failure can result in hundreds of dissatisfied customers, loss of organisational credibility and reduced profits. Ensuring a reliable, accountable and well managed IT and service...

In this article I will be exploring some of the reasons for this adoption disparity I will also be posing many questions of which unfortunately I don’t have all the answers!
I have been reviewing the adoption and exploitation of...

If you’re at the point of defining what success for the portal will look like and how to ensure positive user adoption, then you’ve already taken your first step towards making the project deliver real value. 
If you want to get...

The short answer is absolutely not.The more people and business functions that use the ITSM solution, the better the Return on Investment and your, per user, on going Management costs will reduce.  
However, IT audits as a function...

If you’re looking to your new self-service to help reduce the strain on the service desk and improve customer experience you need to ensure that your customers actually use it. If you’re wondering; how do I get my...

As Mrs Doyle, (think lots of tea in Father Ted) was fond of saying, “Ah, go on, go on, go on “Perhaps the business world isn’t quite ready for someone as persistent and persuasive as Mrs Doyle knocking on your door but there...

This can be a challenging area to consider. How do you prepare for an event where there may be a number of unknown variables you can’t control?
Namely, where the auditor will ask to look, who they may ask to talk to (interview) and how...

In the words of Corporal Jones, “Don’t panic Mr Mainwaring”.
Having been at the thick end of this cycle for more than 10 years I can honestly say that these words ring true.
In my youth I was frequently advised not to...

What is the ITIL 4 Service Value Chain?The central element in the ITIL Service Value System (SVS) is the Service Value Chain (SVC). The SVC is an operating model that outlines key activities required to respond to demand and facilitate value...