Ivor Macfarlane, Service Management Specialist, IBM
We’ve seen companies migrate from help desk, through service desk and on to titles like customer service centre. In some cases, along the way we have forgotten that the idea is to help. CIOs see the service desk as something every company must have, so therefore something they must deliver as cheaply as possible. In embracing technology and universal coverage have we lost some elements that would actually deliver better corporate effectiveness?
Ivor had a wide ranging career in government employ – including forestry and prisons – ending up working at CCTA in the team that built ITIL. From 1999 he worked as an IT Service Management Consultant and Trainer, delivering training and seminars in every continent (except Antarctica). In 2007, Ivor joined IBM, where he supports IBM’s range of IT Service management deliverables, and evangelises about service management.
A frequent speaker at events worldwide, he has spoken at service management events in 37 countries to date. He was an author for ITIL V3 and writes frequent articles and blogs on SM.