“Web 2.0 Will Change Everything!” But How?

Back in May I wrote a blog post entitled “Not Your Father’s IT Innovation!”. My post referred to Andy Powell’s thoughts on “The role of universities in a Web 2.0 world?” in which he suggested that “if Web 2.0 changes everything, I...

IT Services – Set Your Documentation Free!

Back in 2005 I presented a paper entitled “Let’s Free IT Support Materials!” at the EUNIS 2005 conference, an annual conference aimed at IT support departments throughout Europe. In the paper I argued that IT Service departments should be making...