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William Bolton

TOPdesk Consultant

ITSM Processes

How to better include your end-users in Change Management processes
By William Bolton on February 15, 2018

Change processes sometimes get a bit too overly complicated. And what tends to happen when you get too into the processes is you forget to involve your stakeholders enough. So what can...

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ITSM Processes

4 questions you MUST ask before starting a Change Management process
By William Bolton on September 19, 2017

We love changes, if they are for the better. But Change Management is still arguably the ITIL-process that causes most people on a project the most problems. But these problems can...

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ITSM Processes

Using ITIL as a Framework and not a set of rules
By William Bolton on July 11, 2017

When I’m chatting with customers that need help with their processes, I almost always find myself saying “yes, but you’re looking at frameworks and reading them if they’re rules”. This...

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Metrics & KPIs

3 ways to generate Service Desk reports you will actually use
By William Bolton on June 29, 2017

A lot of the time a lot of numbers get in the way of what we actually want to get to: the key takeaways. Simplify your reports by focusing on the key stuff that really matters. It will...

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