Tag: ITSM

  • Don’t Blink: You are the Human Firewall!

    Don’t Blink: You are the Human Firewall!

    In this energetic session we look at how the service desk becomes the real human firewall, shaping the organisation’s first line of defence and putting the Information Security Management practice into action where it matters most.

  • World Class? We Built It!

    World Class? We Built It!

    This keynote tells the story of a service desk that didn’t wait for recognition—it earned it. From modest beginnings, this small team built trust, refined processes, and raised expectations across the board. With no shortcuts and no spotlight, they proved that world-class service isn’t about size—it’s about standards, ownership, and showing up every day with…

  • All Four. Always.

    All Four. Always.

    The article discusses the recurring issues in digital change within Further Education, emphasizing the importance of integrated systems thinking. It highlights that poor upstream decision-making leads to friction and diminished trust in services. The author seeks feedback from the ITSM community regarding the feasibility of end-to-end management using ITIL principles in collaborative sectors.