"Here's the thing..."

So, to increase engagement and transparency, I have been toying with a weekly newsletter—something to read over a brew, nothing heavy or formal, to share what's been happening.

For all this to make sense, it's probably worth starting at the beginning and giving some background: mine is a coffee, milk, no sugar; I hope you enjoy it!?

Around 14 years ago, I fell into (as I imagine most do) the world of ITSO. I worked on a Managed Service Desk and collaborated with the transition team that won a contract as a Service Integrator for an ITSO rail pilot. As a prime supplier, responsible for one operator, nine suppliers, and several internal teams. Me offering 2nd Line ITSO triage across it all. Apparently.

It was difficult. It was complex. It wasn't fun.

I thought getting involved in the early life support of an ITSO scheme wasn't for me. Instead, remoting onto an operator's computer in a booking office was a welcome distraction. Tap the keyboard. Move the mouse. You have control. Engraved to this day.

One day, the penny dropped as I continued to climb the steep ITSO learning curve, working closely with mentors across and moving companies. No matter whether delivery or strategy, people appreciated you showing up and making that phone call or meeting, sharing news and knowledge, good or bad, enabling trust to be built.

Realising accountability built trust. This acted as a springboard into service delivery management, account management, and, recently, strategy, all about the customer.

At the end of the day, there are issues, or tech evolves, no matter how good the solution is. People accept that otherwise, why would the ITIL lifecycle exist or be broadly used? It's what you do about it that matters, i.e. accountability.

I've been in the trenches. I've lost whole bank holiday weekends. I get it.

I'm here to help and love a good chat with a brew! Let's see where this goes. Onwards.