Harness The Power Series: Policy & Strategy

Harnessing The Power of Assessment – Policy & Strategy   Harness the Power is a blog series written by ITSM experts and authors. The series will …

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A Life by Design Rather than by Accident

By Gillian Jones-Williams   So, where are you? I don’t mean physically where are you, I mean where are you in your life? Are you …

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The Metrics Hierarchy in IT Service & Support 

by Jeff Rumburg, MetricNet   The Metrics Hierarchy – Your Guide To Getting Started   Today’s service and support technologies make it easy to capture …

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Preparing for the Service Desk of the Future

Scarlett Bayes, Senior Research Analyst, The Service Desk Institute.  Technology is omni-present, both in our work lives and our personal lives. Some would say we’re …

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Leadership Skills for the 4th Industrial Revolution

Jean-Christophe Trentinella, Consultant, Mindful Onwards & SDI21 Keynote speaker In preparation for the Fourth Industrial Revolution, the World Economic Forum published a report in 2018 …

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Transforming Business Relationships Through Agile Service Management

HM Land Registry is an organisation that is transforming the way it sees service management. This government department registers the ownership, interests and mortgages and …

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Is Imposter Syndrome real?

Gillian Jones-Williams, Managing Director, Emerge Consultancy. SD21 speaker Gillian Jones-Williams is Managing Director of Emerge Consultancy Limited which she founded over 25 years ago.  She …

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