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Injecting some ITSM goodness into the itSMF UK

After an action packed few days at the itSMF UK conference last week, I was lucky enough to catch up with itSMF UK CEO Barclay Rae for a quick chat about life the universe and everything, or in our case, IT, SDI, AXELOS and the sparkly new ITIL practitioner qualification. Barclay Rae, The Service Desk Inspector The Conference has been a big focus over recent weeks and has been generally seen as a huge... 

A mature process doesn’t necessarily meet customer needs. A quick guide to Net Promoter Score (NPS)

Dave O’Reardon (Left) itSMF Australia Innovation of the Year award winner, and Aprill Allen (Right) – @knowledgebird Many IT leaders are already familiar with the kinds of surveys the common support tools send out on ticket closure. But, it turns out, we may not be going about it the best way. This year’s winner of itSMF Australia’s Innovation of the Year was Dave O’Reardon. Dave... 

University of Westminster: From First Call Resolution to Revenue

First call resolution (FCR) measures the proportion of issues that can be addressed during the first call. In theory, the more issues are addressed immediately without the customer having to call back or wait for service – the happier they should be. For the University of Westminster, healthy first call resolution means happier students, which means better ratings in University leader boards, which... 

Meet the Reader: Carl Chapman of Capital Support

Carl Chapman, COO at Capital Support Meeting in a coffee shop and sharing a cupcake doesn’t sound like the opening to a discussion on ITSM, but then when meeting Carl Chapman from Capital Support the conversation can traverse many topics from Service Desk to Expectation Management and yet remain firmly rooted in delivery of excellent service to every customer every day. I first met Carl at an SDI... 

Imprivata Case Study: Why Limit the Service Desk to IT?

Imprivata is a leading provider of authentication and access management solutions for the healthcare industry. Recall the last time you visited a hospital or medical center, or perhaps watched your favorite medical drama. Health care professionals working in a busy medical environment don’t have time for usernames and passwords to access electronic medical records across multiple IT systems.... 

ITSM14 Preview: Patricia Speltincx with “The 7 Building Blocks for ITSM Success”

In the run up this year’s itSMF UK conference ITSM14, I chatted with Patricia Speltincx about her upcoming session entitled “The seven building blocks for IT Service Management success”. Q.  Hi Patricia, can you give a quick intro to your session at ITSM14? In my presentation, I will challenge the classical ITSM implementation approach and propose a different paradigm based on 7 building blocks,... 

ITSM14 Preview: Karen Brusch and Managing Multiple Suppliers from an SLM Perspective

Karen Brusch of Nationwide Building Society and itSMF UK In the run up this year’s itSMF UK conference, ITSM14, I chatted with Karen Brusch of Nationwide Building Society and itSMF UK about her upcoming session entitled “Managing Multiple Suppliers from an SLM Perspective”. Q. Hi Karen, can you give a quick intro to your session at the itSMF UK Conference? The itSMF UK Service Level Management... 

ITSM14 Preview: Tony Brough and Re-Igniting the Passion

Tony’s session will be on day 2 within the ITSM and Agile track In the run up this year’s itSMF UK conference, ITSM14, I chatted with Tony Brough of Holistic Service Management International about his upcoming session entitled “Re-Initing the Passion”. Q. Hi Tony, can you give a quick intro to your session at ITSM14?  I had the idea after a meal with an old friend (and ex colleague) I... 

Guardian News & Media: “Our SLA is to ensure the paper is published”

Guardian News & Media Guardian News & Media (GNM) publishes theguardian.com, the third largest English-speaking newspaper website in the world. Since launching its US and Australia digital editions in 2011 and 2013 respectively, traffic from outside of the UK now represents over two-thirds of the GNM’s total digital audience. In the UK, GNM publishes the Guardian newspaper six days a... 

New CEO of itSMF UK says, “ITSM needs to broaden its outlook”

“…ITSM does need to broaden its outlook. ITSM needs to adapt to manage today’s more complex environment and wider developments – for instance, issues like cloud computing, social media, BYOD, big data and the huge growth of mobile. If it doesn’t, ITSM may possibly run the risk of withering into an outdated set of processes. “ I recently chatted to the new CEO of itSMF UK, Mike...