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It’s all about the numbers.

Last week I was asked to gather some metrics about the development process – some numbers around timings, effort assessments, time to deploy, how many code review failures, how many test failures  and so on. Ok says I and start […]

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Business Analysis – the next road on the journey

Since entering IT nearly 8 years ago (as a developer) my role has changed ever further from coding more towards requirements gathering, account management, support, ITSM, comms and more. Along the way I’ve picked up certificates in project management (PRINCE2) […]

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Social services

An interesting webinar today – the service desk and social IT:

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The Zendesk cometh

Getting a bit (even just a little bit) excited about help desk software doesn’t seem very healthy, but there you go: it’s looking very likely that we’re going to go with Zendesk as our service desk solution. T0 begin with […]

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At the Service Desk and IT Support Show 2012

At the Service Desk and IT Support Show at Earl’s Court, London last week (24th/25th April 2012) seeing what’s on offer on from the various software vendors, and to see what the hot topics in ITSM are. Here’s an edited […]

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And then there’s everything else to do

The inevitable delays start arriving in the form of too many other things to do and risk losing momentum on this project. Two issues are in my mind that need to be made aware of in order to avoid the […]

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