Paul Wilkinson

  • Chief ITSM Architect
  • The Shiny New Thing that Really Helps

Paul has been actively involved in ITSM for more than 40 years in a variety of roles from operations, to development to IT management. He was also actively involved in the development of ITIL Practitioner which introduced the Guiding principles to align ITIL to a more Agile way of working. Paul was Business Development Director of GamingWorks, the company that develops business simulation games such as the internationally renowned ‘Apollo 13 – an ITSM case experience’. He was also co-author and developer of the ‘ABC of ICT’ (The Attitude, Behavior and Culture of ICT) publications, having conducted ABC workshops and simulation workshops with delegates representing more than 5000 organizations world-wide. Paul is now retired and labels himself as the ‘Pointy-Fingered-Grumpy-Old-Man-In-IT’ and Chief architect of ‘The Shiny New Thing that Really Helps’. He is now doing one last tour of ITSM events to share some insights and tips for the future. Helping us learn to avoid his painful mistakes from the past.

Sessions

  • Are you gambling with your IT (EN)

    In 2021 Paul presented the shocking results of his global ‘The Shiny New Thing that Really Helps’ (SNTTRH) survey. The Shiny New Thing identified 5 critical success factors and 13 capability questions for the successful adoption of any shiny new best practice framework. The SNTTRH is based upon the findings from more than 4000 organizations in Attitude, Behavior, Culture workshops spanning more than 20 years. In 2025, together with Peoplecert Paul conducted the survey once again to a wider audience. In this session he will be revealing the results and comparing them to itSMF Slovakia results. Are you GAMBLING with your IT or are you successfully applying these 5 key areas for success? Paul will share some tips for success.