Do you ever struggle with what to measure, or whether your metrics are worth the effort Anything you measure should accomplish one or more ...

I've come across some great articles recently, using the Valentines Day analogy for the relationship between IT and the rest of the bus...

Employee engagement had been a popular corporate buzzword the past few years. I've been a bit leery of how the term is applied, since i...

I had a great conversation with a new client today.  It was a pre-workshop call to solidify the agenda for our upcoming process re-engineeri...

This started as a reply to a blog written by ITSM consultant extraordinaire Barclay Rae. Go back and read that if you get the chance. My t...

I've received great feedback on my article, " Process Improvement is not Service Improvement ". I was in the process of respon...

What is the statute of limitations on ITSM transgressions? I hope they have long past, since I am now confessing some of my past sins. I...