September 7, 2016 IT service management (ITSM) is constantly evolving, and over the 20 or so years that the term has been in common use, the scope has grown and spread considerably. The initial tight operational focus of the early ITIL® days has spread to address strategy and design as mainstream ITSM topics. Ongoing efforts are being made [...]
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August 24, 2016 In my previous blog, I offered up eight tips for getting started with self-service. Here I offer another seven. 9. Plan Ahead for [...]
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August 17, 2016 Self-service for IT is one of those things that’s relatively easy to “do” but not so easy to get right, i.e. to deliver a capability [...]
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August 10, 2016 Probably the most famous IT service desk in the world is the fictional one in The IT Crowd. The business doesn’t understand it, the [...]
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August 3, 2016 Whether you ask for your pizza with extra “tom-mah-toe” or “toe-may-toe,” the end result is going to be the same – extra tomatoes on [...]
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July 27, 2016 It’s that time of the week, month, year; your service desk report is due and you’re drowning in spreadsheets and graphs. Yes, you could [...]
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May 11, 2016 As the central (perhaps even single) point of contact, and “the face of IT,” your IT service desk needs to be a powerhouse of [...]
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April 13, 2016 Maintaining a 5-star service desk relies on the continual assessment, and potential improvement, of the service you offer. But it can [...]
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March 3, 2016 Long blog title, I know, but hopefully it got your attention. You might be thinking “IT service desk complaints and continual service [...]
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August 5, 2014 ‘I feel like a juggler multitasking in several different languages and time zones.’ A favourite quote from a Service Desk Manager I [...]
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July 11, 2014 My native language is English, and this makes it very easy for me to access many different sources of information. I sometimes forget [...]
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April 10, 2014 Talk about a tricky question. Are you offering, or working on, a help desk or a service desk? And does it really matter? Looking at [...]
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March 27, 2014 What is it with IT people and metrics? We seem to be obsessed with monitoring this and measuring that. And don’t get me started with [...]
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