In the years before I became a specialist in all things data, I worked as an IT service functionary.  I still have a finger in that pie today, talking at conferences about ITSM and (to a much lesser extent) ITIL. I have a fondly-remembered superior to thank for introducing me to ITIL in the 1990s. He was a (somewhat maverick) IT manager at a prestigious London firm and I was the newly promoted IT support manager. “Get yourself on Noel Bruton‘s IT manager course”, he said. “It’s brilliant”.

I did and it was. I picked up numerous shiny pearls of wisdom from the no-nonsense Mr Bruton. He also mentioned en passant an IT support framework called ITIL, which I’d not heard of at the time. When I returned to my desk I spent some time researching the subject and eventually bought the two OGC volumes – Service Support and Service Delivery. I was, it must be said, impressed. It immediately became clear to me that the structure and certainty which ITIL promised would be irresistible to the industry. I subsequently found myself proselyting to all who would listen about the future approach to IT service.

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