Leave Us a Message


Optimal Service Management

7 Ingatestone Road, Woodford Green, Essex, IG8 9AN, UK

Registered No: 8791379 England

Phone: +44 20 8504 2002

Optimal Service Management Ltd.

7 Ingatestone Road, Woodford Green,
Essex, IG8 9AN, UK

Registered No: 8791379 England

Phone: +44 20 8504 2002

Recent Posts

  • SDI metrics and measurement
    How well does your service desk communicate?

    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.

  • 2018 01 02 Incident Management Isnt Just For IT Image
    Incident Management Isn’t Just For IT

    If you define an incident as "... interruption to an IT service..." then you're not really focussing on customers. One of my clients has a much more business-focussed definition, and this drives completely different behaviours...

  • 2017 11 28 Managing IT is just like running a barbershop IMAGE
    Managing IT is just like running a barbershop

    Delivering services isn’t something that is unique to IT. We know good service when we receive it, and so do our customers. If you focus on service levels and processes your customers will never see you as more than an internal cost centre; if you focus on outcomes and customer experience instead then you can become a valued partner.

Latest Tweets