Blogs that appear below are published on the Optimal Service Management web site.
All blogs published on this site are licenced under CC BY-SA 4.0 
I will be delivering a webinar on information security and the service desk on Wednesday 10th October. Here's a preview to whet your appetite...
I delivered a presentation on Metrics and measurement at the Service Desk Institute conference in the UK. To my surprise, the most lively discussion topics were more about how well the service desk communicates with end users, than about metrics.
A new version of ITIL has been announced, here is my summary of what has changed, and more importantly what has not changed.
How to create simple definitions of risk appetite levels, and then assign these to each of your organization’s projects, services, business units or any other clearly identifiable part of your work.
Mentoring is a great way to develop both professionally and personally, and the mentor can gain as much from the relationship as the mentee. This blog gives an overview of how you can get started as a mentor, or as a mentee.