Rob England Rob England is a self-employed IT commentator and consultant. He consults in New Zealand on IT governance, strategy, and practice. Internationally, he is best known for his blog The IT Skeptic and half a dozen books on IT, and he speaks widely at conferences and online. Abstract Real Response: The Standard+Case Approach to Service Response Standard+Case is an exciting new approach to categorising and resolving any sort of activity "tickets", such as requests (including incidents) on a service desk, problems, or changes. S+C merges our conventional "Standard" process-centric approach to responding, with Case management, a discipline well-known in some other industry sectors such as health, social work, law and policing. S+C addresses criticisms of approaches like ITIL for being too process-centric and not allowing customers and knowledge workers to be empowered. S+C does not seek to replace or change ITIL or other theory: it expands and clarifies that theory to provide a more complete description of the real world.