Roy Atkinson

Anyone in the Minnesota region want to geek out about Service and IT and all that OCT 29th Ping me for loc.

You can't improve service delivery by managing SLAs alone. Understanding how ITSM processes connect is what helps Service Delivery Managers identify gaps, address recurring issues and improve outcomes. lnkd.in/p/gXEn4yQm #ServiceDelivery #ITSM #integratedITSM #ContinualImprovement

Strong business relationships require more than good communication. BRMs who understand how ITSM processes work can better connect business expectations with IT's ability to deliver real value. lnkd.in/p/gx9z9ws2 #BRM #BusinessRelationshipManagement #integratedITSM #BusinessITAlignment

companies to employees a few months ago: you better use AI companies now: wait, wait, just $29 a month on claude pls www.404media.co/accenture-te...

I see a lot of organizations rushing to implement AI to help them improve their IT service management. If it's done well then it can make services much better, and save cost, but sometimes AI can actually make things worse. optimalservicemanagement.com/blog/ai-wont...

What percentage of vibe coders are using safe key management practices and row level security?

If getting a simple IT service requires multiple emails, follow-ups and approvals, is the process really working? Good Request Management removes friction, not adds to it. lnkd.in/p/gX_3P8GA #ITSM #RequestManagement #integratedITSM

From @waseemitsm.bsky.social xentrixus.substack.com/p/what-three...

AI is rapidly changing customer experience. - Pete McGarahan www.icmi.com/resources/20...

I voted at our designated early polling place, the local library.

Web hosts and owners: Update PHP www.malwarebytes.com/blog/bugs/20...

Configuration Management shows what things look like before a change, and Change Management updates the record afterward. That’s the integration that matters most. www.linkedin.com/feed/update/... #ChangeManagement #ConfigurationManagement #integratedITSM #ITSM #BlackfriarConsulting

One of the things I do: execedonline.furman.edu/roy-atkinson...

Application support is already doing ITSM. Incident, problem and change management are part of the job, whether you call them that or not. The real value comes from connecting them. lnkd.in/p/gFjrMp2g #ITSM #ApplicationSupport #integratedITSM

All great info, @ryanogilvie.bsky.social!

Another #integratedITSM Essentials Insight A change isn't truly complete just because it was successfully implemented. Reviewing what worked, what didn't and what could improve is what turns change management into continual improvement. lnkd.in/p/g2DgD8g2 #ITSM #ITServiceManagement

I keep seeing enterprise software vendors race toward autonomous AI agents. #GuptaERP #CIO #CFO

Another #integratedITSM insight Problem Management is more than an IT process. Keeping people informed about recurring issues demonstrates accountability, builds trust, and shows that IT is focused on preventing disruption, not just restoring service. lnkd.in/p/ge-cWa_E #ITLeadership #CX #ITSM

Every incident is an opportunity to learn, but only if we look beyond resolution times and ask what the incident reveals about the effectiveness of our ITSM processes. lnkd.in/p/gP4SH_Wc #integratedITSM #ITSM #IncidentManagement

A good release shouldn’t be memorable. It should simply work - without surprises, fire drills, or Monday-morning cleanup. www.linkedin.com/feed/update/... #ITSM #integratedITSM #ServiceManagement #ITTraining

Another #integratedITSM Essentials Insight Change Management is about managing risk but it also should ensure we are making changes that ultimately support the business objectives #ChangeManagement #ITSM #ITServiceManagement #RiskManagement lnkd.in/p/g64ez9yy

Another #integratedITSM Essentials Insight Problem Management turns recurring incidents into lasting improvements by finding and addressing the causes behind the disruption. lnkd.in/p/gvURW5UY #ProblemManagement #ITSM #ITServiceManagement

How well do you understand IT Asset management and how does it impact your organization? www.linkedin.com/feed/update/... #integratedITSM #ITSM #AssetManagement #ITAM

Another integratedITSM Essentials Insight Request Management lnkd.in/p/gUcMkyhX

AI safety discussions have reached sci-fi territory. techcrunch.com/2026/09/19/a... My take: For CIOs, this means proactive risk management, educational board convos, and ethical guidelines that must evolve rapidly.

Pro tip: The abbreviation vs. stands for *versus* not "verse."

Process spotlight #3: Problem Management Fixing the incident stops the bleeding. Problem management stops it from happening again. Most organizations are great at the first and terrible at the second. #integratedITSM #ITSM #ProblemManagement www.linkedin.com/posts/blackf...

Process spotlight #2: Request Management This is the process most users actually touch the most, and the one most often left informal. A clear request process is one of the fastest wins in ITSM maturity. #integratedITSM #ITSM #RequestManagement www.linkedin.com/posts/blackf...

Process spotlight #1: Incident Management Getting things back up and running is the visible part. Getting good at it; consistently, with the right escalation and communication, is what separates reactive teams from reliable ones. #integratedITSM #ITSM www.linkedin.com/posts/blackf...

Congrats ANT RUS VER #f1 #ItalianGP

Adoptable beagle of the day-Macy! www.tribeagles.org/product/macy...

Et tu, Apple?

QUI TAKEAWAY: Your customer service team should be seen as a long-term investment in your business, not a short-sighted labor expense. #customerexperience #customerservice #employeeengagement #employeeexperience #custexp #custserv #cx

Happy National Dog Day to all the cynophilists out there.

National Dog Day! Here’s our buddy Nick in our backyard. He’s getting old, and we love him. ❤️

Our #ResourceSpotlight this week is....Oxford University Open Podcasts: Philosophy! 🎤 With series covering over 2000 years of thought, from Plato's Euthydemus to Ethics in AI, there's something here for everyone. Deep thinkers, be sure to tune in! podcasts.ox.ac.uk/units/facult...

Dolly broke me in early to her raucous self deprecating sense of humor when we began steel magnolias rehearsals  i asked her - how long does it take to do a hair do like yours? Dolly - no idea, i’m never there when they do it! i started taking Dolly-isms notes on the back of my script after that

Governance, Risk, and Compliance expert Mark Thomas says it brilliantly in this post: "You cannot hear a rattle from blueprints; you have to drive the car." markthomasonline.com/ai-governanc... #GRC

This Week’s QUI Rule of The Three BE's to Deliver the World's Best Customer Experience: QUI Rule #1: BE the Customer. QUI Rule #2: BE Magnificently Boring. QUI Rule #3: BE the Bonus: Think RELATIONSHIPS or Go Broke. Literally. #customerexperience #customerservice #custexp #custserv #cx

If a 1959 Lincoln Continental and a Citroën DS had a baby.

My favorite name for a mountain (and state park).

Inside ten years of incident history are patterns connecting applications, suppliers, infrastructure, changes, and recovery actions. A human analyst sees fragments of that knowledge; an AI system can examine relationships across the entire history.

The help desk has always been fertile ground for social engineering. Now the methods and tools are many.

Marie Clark's desire was to help people. She reached her Do Point® when she knew she wasn't helping. Hear her story on Reach Your Do Point®. Full video: youtu.be/Uwr-fUpLVec?... Audio only: www.iheart.com/podcast/966-...

Following 404 Media's reporting on how LinkedIn is full of AI slop, the platform is giving users a chance to report it when they see it.

open.substack.com/pub/xentrixu...

"Values only matterwhen they show up in how work really gets done." - Justin Robbins, author of More Than a Motto, on the Reach Your Do Point® podcast. podcasts.apple.com/us/podcast/r...

If you'd rather read than watch or listen, I've posted a lightly edited transcript of my Reach Your Do Point® conversation with @justinrobbins.bsky.social royatkinson1.substack.com/p/more-than-...

Congrats ANT LEC VER #f1 #BelgianGP

Coming up next on the Reach Your Do Point® podcast: Metric Sherpa founder Justin Robbins discusses the company and his new book, “More Than a Motto.” @justinrobbins.bsky.social What put the metric in Metric Sherpa?