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“Customer first” is a much debated philosophy in ITSM. Studies and reports frequently place customer-centricity high on the priority list of CIOs and CTOs. But sceptical commentators argue that IT may be falling victim to its own faddish obsession: we are not the same as some of the most high-profile service innovators such as those […]

Image of clouds in a deep blue sky

The last few years in the ITSM toolset market have been somewhat dominated by the subject of cloud delivery. Business has, of course, rapidly embraced the cloud as an application consumption option. ITSM has been no exception: new entrants and established brands alike have invested either in fully SaaS offerings, or in diversification of their […]

Urban sprawl

I’ve written before about the negative consequences of the lack of industry alignment between ITIL-focused ITSM functions, and the IT Asset Management groups which typically evolved somewhat separately. A recent CapGemini study of CIOs and IT decision makers concisely illustrated one impact this is having: 48% believe their business has more applications than it needs […]

ServiceDesk360 logo

Following on from my Tomorrow’s Future Today presentation on the same subject, I’ve written a blog for the UK-based ServiceDesk360 site, which is run by the organisers of the Service Desk and IT Support Show (SITS). Jon Hall at ServiceDesk360.com

Tomorrow's Future Today logo

On 17th February 2014 I presented at the Tomorrow’s Future Today 24-hour online conference. The presentation explored the impact of Uber, TripAdvisor, Yelp and other consumer-oriented services on established (and legacy) “providers of trust such as guidebooks, regulators and establishments. In this context, it discussed the lessons corporate IT can learn from these huge trends. […]

Yaleblock

Hot on the heels of my recent “Alf’s Zoo” on Trust, here’s a fine example of the phenomenon. Yale College has blocked a website which two of its students had created.  The students, brothers Peter and Harry Yu, had created an alternative version of the prestigious institution’s own course planning tool.  “We found that it […]

alfzoo

“Alf’s Zoo – This week, Jon Hall explains how Uber has changed our view of IT and the world. We no longer trust authorities as much as we trust our peers when it comes to selecting tools and services for work and life. Instead of prescriptive measures issued by so-called experts, we now rely heavily […]

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