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  • Strategic Incident Management

    Strategic Incident Management

    The intersection between operations and strategy When most people hear “incident management”, something operational comes to mind. Like restoring IT services after a glitch in a business process due to an IT outage or malfunction. Although annoying, the glitch is ‘just one of those things’ that happen from time to time. So we have a
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  • The Top 10 CX Trends in Customer Support for 2017

    The Top 10 CX Trends in Customer Support for 2017

    In 2016, the customer management services industry experienced rapid growth of game-changing technologies, fuelling digital transformation across the business. In 2017, creating effortless customer engagement and revolutionizing customer support will be the new imperative, allowing business to meet consumer expectations. According to Chris Lord, Global Head of Strategy and DigiCX for Hinduja Global Solutions (HGS),
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  • Kepner-Tregoe brings advanced problem solving to ServiceNow Users

    Kepner-Tregoe brings advanced problem solving to ServiceNow Users

    Problem solving is a skill that is invaluable in business, particularly in the field of information Technology. Kepner-Tregoe has lead the way in problem solving methodologies for more than 50 years, and is heralding the development of a new problem solving simulation product during Knowledge17. Kepner-Tregoe is a Bronze level sponsor of the annual Service
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  • Social Media – The Teenager’s Dilemma

    Social Media – The Teenager’s Dilemma

    All about how you look A lot of effort goes into looking ‘right’ in the photos that teenagers post on various social media sites. Image is all important, and it is far from the spontaneous activity that we imagine it to be. A new study released today by the not-for-profit organization MediaSmarts and researchers from
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  • Security – Low-Tech Attacks Still Working

    Security – Low-Tech Attacks Still Working

    Just 25 passwords account for one third of all authentication attemptsm according to new research released today by NTT Security, the specialized security company of NTT Group. The report also shows that phishing attacks are now responsible for three-quarters of all malware. NTT has just launched its 2017 Global Threat Intelligence Report (GTIR), which analyzes
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  • UK Businesses Lacking Knowledge on General Data Protection Regulation Changes

    UK Businesses Lacking Knowledge on General Data Protection Regulation Changes

    Concerning research from Shred-it, contained in its seventh annual Security Tracker survey, has shown that 84 per cent of UK small business owners and 43% of senior executives of large companies are unaware of the upcoming General Data Protection Regulation. The General Data Protection Regulation (GDPR) is an important new piece of legislation, which replaces existing
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  • Vendor performance management – Part 1

    Vendor performance management – Part 1

    Addressing the challenges with an ITSM system Today, the number of service vendors per company keeps increasing. This may be stimulated either by the need to reduce the number of in-house IT support staff through outsourcing several IT functions (e.g. maintenance of the ERP or the customer portal), or by the desire to provide service
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  • STEM Focussed Learning from Boeing Nurtures the Designers of the Future

    STEM Focussed Learning from Boeing Nurtures the Designers of the Future

    Encouraging the next generation of thinkers, dreamers and creators can be a daunting role for teachers. It is exciting to see corporations like Boeing being actively involved in promoting STEM learning activities – and why wouldn’t they, they could well be providing the tools that encourage their next generation of aircraft designers. Are you a
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