1TakeOn: thoughts, ideas and insights on DPSM, ITSM & more.
Posts, Presentations, Research & More…
Exploring the messy human side of technology, from service management and governance to digital transformation, AI and digital friction. Practical reflections on change, improvement and why the hardest problems are rarely just technical.
-
What ITIL AI Governance Teaches Us About Maturity in an AI-Enabled World
The real challenge isn’t AI models it’s organisational readiness. Leadership, Culture, Capability, and Confidence are the true foundations of effective AI…
-
ITIL Master (Version 5): More Than a Badge
I was honoured to be featured recently in an ITIL Master (Version 5): enhancing career credibility case study published by PeopleCert.…
-
Why We Need to Practise Cyber Incidents, Not Just Plan for Them
Recently I spent half a day taking part in a Cyber Attack Hydra simulation at the University of Lancashire (where I…
-
ITSM: are we now digital psychologists?
The article highlights the importance of user experience in IT services, illustrating how a student’s perception of Wi-Fi can influence future…
-
Designing Security into the Product & Service Lifecycle with Security Stories (ITIL (Version 5) & Agile)
Security Stories are fictional scenarios highlighting potential system exploits from an attacker’s perspective, allowing agile teams to address security risks during…
-
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…
-
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…
-
Principles: The Quiet Backbone of PRINCE2 and ITIL
ITIL’s guiding principles and PRINCE2 principles are powerful tools that complement each other in project management. By integrating these frameworks, organizations…
-
All Four. Always.
The article discusses the recurring issues in digital change within Further Education, emphasizing the importance of integrated systems thinking. It highlights…
-
Digital Product & Service Management: The Lifecycle That Finally Made It All Make Sense
Take a walk through where we started, what we learned, and how the digital product and service lifecycle now brings everything…
-
Runshaw College’s journey to SOC
I joined the incredible Jasmine Reid, Senior Service Manager for JISC’s Security Operations Centre at the 2025 Security Conference. We spent…
-
The Road To World Class: How Runshaw Became The 1st Educational Organisation to Achieve 5 Star Certification
How does a College based in Lancashire UK, become the first academic institution and public sector organisation to achieve ‘World –…
-
New Beginnings
This is the beginning of my journey in sharing insights on Digital Product and Service Management, also known as ITSM. The…
-
Designing Exceptional IT Service Desk Experiences: A Human-Centered Approach
Don’t miss this opportunity to walk away with actionable strategies to redefine your service desk as a trusted partner to your…
-
Nina, Tony & Friends – Customer Personas and Journey Mapping
Follow the journey of Nina, a high performing student, and Tony, her supportive teacher, as they explore technology andconsume the services…
-
VIP Programme
Again, my good friend and and colleague Andrew Gant and I were asked to put together a session about our VIP programme, for…
-
From Hated to Honoured
My good friend and and colleague Andrew Gant and I were asked to put together a session about the early part…
-
The Life and Times of Miscreants, Attackers, Abusers, Misusers and Evil Folk.
This was the subject of my 2019 Masters Thesis/Project. Abstract The Information Security landscape is ever changing, and faced with new…
-
An Agile Approach to GDPR Implementation within a Further Education College
The General Data Protection Regulation sees a fundamental shift in the way in which data is handled, stored and distributed. Massive…
-
A Study into the Adoption of, and Enthusiasm for Agile Development Methodologies Within Further Education
This paper describes a survey of UK Further Education professionals in order to determine the uptake and use of Agile Methodologies.…
1TakeOn: thoughts, ideas and insights on ITSM & more. 