ITSM14 Preview: Tony Brough and Re-Igniting the Passion

Tony's session will be on day 2 within the ITSM and Agile track
Tony’s session will be on day 2 within the ITSM and Agile track

In the run up this year’s itSMF UK conference, ITSM14, I chatted with Tony Brough of Holistic Service Management International about his upcoming session entitled “Re-Initing the Passion”.

Q. Hi Tony, can you give a quick intro to your session at ITSM14? 

I had the idea after a meal with an old friend (and ex colleague) I hadn’t seen for a few years. He emailed me the following morning saying thank you for re igniting his passion for service management.

It made me think about the conversation we’d had over dinner and I realized people often need a reboot now and again to clear out the negative and re-establish the positive.

Service Management professionals face a wide range of challenges on a daily basis, so a regular boost of positivity coupled with realignment of perspective is essential.

We so often get so tangled up in the mire that we lose sight of what we are really aiming for. The aim tends to end up becoming to just get out of the mire rather than achieve the greatness we originally intended!!!

Q. What impact can passion, or lack of it, have on an organisation?

Passion is infectious. People with passion infect others who then take more interest in their own work and what’s going on around them. The consequences are that positive changes are made which benefit organisations at so many levels.

Continual Improvement attitudes and behaviors become embedded into the day job.

Lack of passion leads to stagnation.

For organisations to improve, not everyone needs to be passionate, but everyone does need to take an interest in what they do and what those around them do as well and have an attitude that nurtures improvement. 

Q. Is passion something that can be manufactured or created within an organisation?

It’s not something that can be manufactured but it can be nurtured and encouraged, which in turn begins to create a culture that is of great benefit to the organisation.

Q. What are likely to be the potential pitfalls and/or benefits an organisation may experience with attempting to create a culture of positivity?

Passion is a great catalyst to create positivity. We must remember though that we are dealing with people. It is important to manage how we best utilise it, as over-enthusiasm can have a detrimental effect on what we are trying to achieve. Balance, not suppression, is what’s needed. Benefits are endless. Organisations that have a positive, passionate, culture are able to achieve excellence and more importantly maintain it for the long term.


Tony Brough is acknowledged as a leading expert in the Service Management field and is best known for his pragmatic approach explaining every aspect in easy to understand terms, relating them to his students or customers own business. With over 20 years experience in the service management industry Tony is a certified ITIL Expert and ISO / IEC 20000 consultant and was also one of the first people in the world to become a certified BS15000 consultant.

Tony’s session at ITSM14 is on day two and featured within the ITSM and Agile track. To find out more or to book your conference place please visit itSMF UK

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