tools

Dont blame the tool: squeeze the asset, fix the behaviour

Organisations are far too quick to blame their software tools for their woes.

What is the best ITIL service desk tool?

I'm surprised that folk can say "X is the best" when they have no idea of someone's requirements.

If you evaluate a tool based on features, you're doing it wrong.

The guitar; a little parable about IT technology

ImageThe guitar: a little parable about how people approach IT technology.

What will affect the service desk over the next three years

Malcolm Fry asked me this question for his Session 602 The Service Desk: Past, Present & Future at the upcoming HDI conference in the USA. His question reminded me that I have been off in the philosophical never-never for too long. It is high time I got back to the bread-and-butter folks at the pointy front end of IT: the service desk team. So here are my thoughts on Malcolm's excellent question: What will affect the service desk over the next three years? Tweet this.
[Updated 25/2/13: added Bring Your own App and internal social media]

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