Empowering Service Management Through Flow
At FlowSM Ltd, we specialise in crafting and delivering IT services designed to simplify your operations and drive tangible business outcomes, ensuring every solution aligns perfectly with your goals.
Simplified Service Design
Crafting straightforward IT service frameworks that reduce complexity while boosting efficiency and user satisfaction.
Seamless Transition Management
Expertly guiding your IT changes to ensure smooth adoption, minimal disruption, and lasting value.
Outcome-Driven Delivery
Focusing on delivering measurable results that enhance agility, service quality, and overall business impact.
Blog
Explore expert articles on IT service management, designed to inform and inspire your journey to streamlined, effective IT services.
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Mastering Communication: Why Clarity Outperforms Any Medium
“Just send an email instead.” “Don’t meet. Chat” I heard this yesterday. Again. But here’s what people miss: Meetings aren’t the problem. Poor communication is.…
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Transforming Organisational Change: From Resistance to Engagement
Everyone talks about Organisational Change Management. But nobody tells you this: I have experienced transformations that fail. Spectacularly. But we ticked all the boxes? Notice…
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Understanding the journey from Equality to Justice
Equal Opportunity activism is a force for good. But … paying lip service to it, or simply not understanding the core principles can be as…
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The Future of Metrics and Reporting: Why perfect metrics are no longer enough
The old school thinking is that numbers are everything. Because it is perfectly logical to have 100% success, while 100% of Customers are unhappy, right?…
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Essential Tips for Defining and Documenting Requirements
Requirements are not a wish list – they are the only measure of ‘done.’ If you are designing, transitioning, or delivering a service and you…
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Why Leadership is a Responsibility, Not a Reward
Years ago, I saw a vibrant team utterly crushed by the promotion of the wrong person. Within three months: The reason was simple. They promoted…
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Effective Knowledge Management: Do’s and Don’ts for Optimal Results
Knowledge Management has existed as long as records, many thousands of years, so why do so many initiatives fail? Because, in the realms of IT…
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Unlocking the Power of Continual Improvement: Why You Should Start Today
Continual Improvement is a great idea – so why aren’t you doing it? It is the core of ITIL4 and the realisation and delivery of…
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Pump Up the Volume?
I hate when people ask me ‘why are you so quiet?’. Because I am. That is how I function. I don’t ask others ‘why are…
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Fix Architecture Failures: Align Your Teams for Success
Your architecture isn’t failing because of tools. It’s failing because of 𝘀𝗶𝗹𝗼𝘀. How often does the following occur? • Beautiful diagrams nobody uses• Standards nobody…
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Mastering Major Incident – The Cheat Sheet
Incident Management is typically the first stop in most people’s ITSM journey. So, if that’s the case, then why can it go so wrong, particularly…
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ITIL Examinations: Guaranteed Pass!
There is no such thing as a real, guaranteed pass, although some can guarantee you will buy the certificate. The good news is that nothing…
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The Importance of Visibility for Effective Leadership
A recent LinkedIn post supports the idea that ‘walking the floor’ is a valuable tool. It helps in gaining knowledge of the organisation. This is…
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The Journey Not the Destination
There are many variations of the the phrase ‘its not the destination that’s important but the journey taken’. This can be taken many ways, for…
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A Bird in the Hand
The old saying goes ‘A bird in the hand is worth two in the bush’. Maybe particularly relevant recently if that bird was a turkey…
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Cyber-noia
The paranoia around cyber crime continues to rampage across our industry and seems to grow with new developments
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Babies and Bathwater
Why is our industry so obsessed with representing old ideas as new and rushing to the latest shiny packaging without learning anything
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What’s In A Name?
People often get hung up on job descriptions. They dont represent achievements so do they really matter?
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Artificially Intelligent
The world is alight with Artificial Intelligence but is it intelligent or does it just tell us what we want to hear?
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Together or not at all
The modern workplace emphasizes the value of collaboration. Teams pooling their wisdom, experience, and skills can overcome challenges, spark innovation, and achieve beyond individual capabilities.…
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You are my priority!
What is a priority? Whose priority matters most? Why should you care?
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Fools Still Have Tools
Are we still worried about the most ‘ITIL-y’ tool or have we evolved to understanding business needs as the essential, primary driver.
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A Dangerous Gamble
Operating in the name of the Gods? Don’t do it, it is a path to a very poor working experience overall.
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Those in glass houses
The Crowdstrike-Microsoft issue sparks debate. Business and finance interpretations differ whilst critics emphasize impact and demand preparedness from others. The ensuing blame game reveals the…
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The Agile Bun Fight
Why does the Agile community’s seemingly argumentative and conflicting nature contradict the collaborative and progressive nature it promotes?