skeptic's blog

Don't try to change culture

Submitted by skeptic on Sat, 2014-07-05 12:10

Should you try to change culture?

The IT Skeptic online of late

Submitted by skeptic on Wed, 2014-07-02 08:18

The IT Skeptic may be resting, but I'm still popping up online in webinars (and one white paper) lately:

The end of the Service Catalogue

Real IT - the reality of IT

The IT Skeptic's happy birthday

Submitted by skeptic on Fri, 2014-05-16 04:13

The IT Skeptic is still on sabbatical.

Today he is celebrating the 8th birthday of the IT Skeptic blog. First post was 16th May 2006.

The IT Skeptic is hanging out with his good friends Mush and Room, the creations of the ultra-talented Rui Soares. They also appear on Rui's excellent blog ITIL Blues.

Normal program will be resumed as soon as possible

Submitted by skeptic on Mon, 2014-04-21 08:45

The IT Skeptic is taking a rest.

what is an ITSM Major Incident? ITIL doesnt say.

Submitted by skeptic on Mon, 2014-04-21 02:51
This post is a little easter egg for you from the IT Skeptic. I hope it is useful!
© Copyright Canstock Photo Inc

One of the enigmatic parts of ITIL is Major Incidents. Here are my tips for better Major Incident Management.

Social and mobile service support

Submitted by skeptic on Fri, 2014-04-18 01:10

Do social media and mobile devices improve support? To hear the vendors and pundits you'd certainly think so. It may not surprise you to learn I'm more skeptical.

Loving the customer

Submitted by skeptic on Mon, 2014-04-07 23:40

Treat the managers of organisations with a little respect when they choose to set their customer service levels where they do. It's a bit patronising to assume they are fools and you know more about customer service than they do. If they fail in their business strategy because of poor customer service, THEN you can dance around saying "I told you so". I don't see Comcast or Microsoft going broke because of their customer service.

Who owns the risk of an IT change?

Submitted by skeptic on Sun, 2014-04-06 02:11

Stuart Rance posted an interesting blog about What Is Change Management For?. Then we had an excellent discussion about it on Google+, where some great stuff came up that I want to capture here in my IP repository (or "blog" for short). Tell me what you think:

Google to introduce subscription charges for Gmail

Submitted by skeptic on Mon, 2014-03-31 21:28

Google today announced new subscription pricing for their popular Gmail service, in the face of falling advertising revenues and a massive capital shortfall resulting from their investments in robotics, drones, and driverless cars.

The death of the Service Desk software industry - major player on brink of pulling out

Submitted by skeptic on Mon, 2014-03-31 18:24

What major service desk software vendor is considering pulling out of the sector entirely?

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