When I first took on the Change Manager role it was a new position, and so a lot of my initial work concentrated on developing Change and Release Management in Information Services. In the first few weeks, I arranged a number of visits and video conferences with colleagues in other UK Universities, to get a […]

Aye Aye, Captain Have you ever thought, “I can’t speak up, I’m only a new member of staff”?  Or perhaps, “I think this is a mistake, but I’m the least senior person here”?  Maybe just “I’m not certain about this, so why does everyone else seem happy?” If so, you’ve encountered an authority gradient – […]

Over the last  few weeks the ITIL Team have been talking a lot more about Second Line Support, we’ve been blogging about it, talking about it and James has even created a video about

It is July 2020. Everyone is trying to make do amidst loss and anxiety; or frustration and impatience. The economic reality is kicking in and budget holders are being told to tighten their purse strings. If you were short staffed, or if staff have left, recruiting to replace is unlikely to be an option. And […]

There’s an interesting wrinkle that you see over and over in formal implementations of service management; they typically struggle with self-evaluation. It can actually lead to something of a credibility gap, because service management implementations might initially seem to be unsuccessful at the very thing they’ve been promoted to address. Here’s how that can happen. […]