ITSM Burger
How the right partner can give you the perfect service management sandwich
The simple burger. Beef patty, bread bun…done…right?
In reality, we all have our own...
Using evolved self-service to shape user experience
How service management’s ugly duckling became a swan
As someone who has worked in service management for 25 years, I am still surprised that so...
iOS Business Chat – Apple enters the live service market
The iOS 11 update from Apple, will offer businesses the ability to provide live service functionality via iMessage, Maps, Safari and Spotlight searches. Here...
CSM and ESM – simplifying the service management acronym maze
Ever since the early days of the IT Helpdesk and its expansion into other areas of the business, we have seen the industry come...
Technology convergence – Joining the dots
Service technology has come a long way, but what is its role in the modern organisation?
In the beginning
Helpdesk software and contact management software were...
Can AI and chatbots help us to be more human?
Why developing technologies such as AI and chatbots are not replacing people with robots, but enabling organisations to evolve, grow and make the most...
Crouching employee, hidden sentiment
The literal meaning of Crouching Tiger, Hidden Dragon, from the Ang Lee film set during the Qing Dynasty and the reign of the Qianlong...
ITSM – that’s all folks! – one year on
A year ago I wrote an article on why application convergence could spell the end for niche IT Service Management products – One year...
IT alignment is not the solution you’re looking for
Much has been said about the importance of IT alignment with the modern business. But what, if anything, does this achieve?
It has been a...
Cloud vs on-premises vs hybrid – which is best?
Service technology solutions can be deployed in several different ways. But which is right for you and which offers the security you require?
At a...