Opinion Pieces

arguing, 360

Can we stop arguing definitions and instead collaborate to improve ITSM?

Is Lean more suitable than ITIL for addressing the challenges facing IT?  James West says that the debate around this question reveals a fundamental flaw in the ITSM industry which is stopping us progressing and answering the questions which threaten all of our livelihoods. The Lean and ITIL article predictably inspired much debate, with some comments […]

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Steve football, 360

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 fluid, multi-purpose IT teams are essential for delivering what businesses demand of them. I was intrigued by your article on Total […]

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This first-line, second-line thing

Noel Bruton says poor decisions regarded first and second-line support have created a confused service, with users unsure where to turn. A rethink is needed to improve the service delivered. The first line takes the enquiries. The second line fixes the enquiries the first cannot. Second line people are paid more than first line. They […]

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The SDITS11 top #5 buzz phrases

James West went to SDITS11 this week and heard a number of phrases and themes repeated. His observations on what is actually important to attendees may surprise you, as might the inclusion of an influencing force that was thousands of miles away from Earls Court… Following two brilliant, action-packed days at SDITS, there is still […]

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IT financial management grows up – Ovum exclusive

Martin Gander of Ovum concludes our preview of the Ovum Knowledge Center at the Service Desk & IT Support Show with a look at how the additional ITIL v3 service strategy processes around IT financial management are key for IT organisations considering new opportunities. For many IT organisations, the art of finance is pretty much […]

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