In the spirit of the somewhat overstated movie advertisement: “If you only read one of my blogs this year, read this one”; although I prefer the version for The Naked Gun 2 1/2: “If you only see one movie this year... you should get out more often.”

Anyway, so many blogs, so little time; and what did I say that was important (if only in my own tiny mind)? Each bullet links through to the original blog.

IT service management

• IT support … is not about the IT, that it has to be about the people and the business.
• When it comes to the service desk, we should recruit “better” people, pay more, BUT also expect more.
• Top 10 IT Service Management Challenges For 2012: More Emphasis On The “Service” And The “Management”
• Mobile-device-driven change is inevitable and I&O organizations need to be ready.
• Bench marking information … is the sort of stuff that the ITSM community (see my previous blog) is crying out for.
• Surely the modern service-savvy customer, whether corporate or not, is not prepared to be treated in this way.