Cherwell IT Service Management Blog
Resources, Best Practices, and Solutions for ITSM Pros

Malcolm Fry Turns ITSM Talk into Easily Understood Stories

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7:23 p.m. Wheels up. And with that, my overnighter in Indianapolis was over as quickly as it began. My seat mate, a 20 something wearing Sony headphones, a neck pillow, and a sleep mask clearly wasn’t as excited as I was to recap the day. You see, Cherwell Software sponsored the HDI Malcolm Fry Power of Metrics tour. Eight cities in 11 days. I covered Indianapolis.

Have you ever heard Malcolm speak at an event? If you have, you understand my excitement. He’s a well-respected ITIL expert, author, speaker, and a bit of a service desk celebrity. But, what makes Malcolm really intriguing to me is that he’s so relatable. No matter how technical the subject, he speaks conversationally, shares humorous anecdotes that support his points, and uses analogies that any lay person can understand and connect with. People were laughing throughout the day — about metrics of all things!

I admit I’m a creative at heart, and I don’t have a great relationship with numbers. Still, I found Malcolm compelling and his class on the power of metrics (a class about numbers) interesting.

What’s the lesson here? Technology, ITSM, ITIL, metrics, etc. doesn’t have to be dull and complicated for your customers. If they don’t understand, maybe you’re not telling the right story in the right way. Draw a diagram. Ditch the jargon, and speak in everyday language. Use videos instead of text instructions. Your customers are smart; you just need to discover how to communicate in their style, not yours.