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  • Five Service Desk Tips for Your Organization

    Five Service Desk Tips for Your Organization

    The effectiveness of your services depends on various factors that you must always keep in mind, as well as how solutions, such as service management solutions, can and do benefit the organization. These are five tips that I think will help make your service desk as successful as possible. First of all, you must invest
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  • Exploring the IT Value Chain

    Exploring the IT Value Chain

    Technically-oriented people often find it difficult to ‘sell’ their initiatives to decision-makers, resulting in missed opportunities, frustration and a poor image for the IT department. The IT Value Chain is a way of articulating an IT initiative’s outcomes in terms that make sense to business people, e.g. more business, better business, cheaper business. Being aware
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  • 3 Pillars for Awesome Customer Service

    3 Pillars for Awesome Customer Service

    Our connected world has changed the game Providing an awesome customer service has become more difficult to accomplish nowadays because the game has completely changed. It is no longer an option to respond to your customers’ questions or complaints after 24 or more hours because they expect instant responses. You need to be available 24/7
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  • Configuration Management, Why bother?

    Configuration Management, Why bother?

    Some Pros and Cons about implementing Configuration Management In order to discuss the Pros and Cons of anything, you must first establish and agree upon the Goals. This will ensure that everyone is on the same page and seeking the same results. It is also important to cover, at a high level, the major activities that should
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  • Bring Your Own Eco-System

    Bring Your Own Eco-System

    Just a few days after my last blog (published on the ViFX website) on the growing need for remote support as BYOD gets bigger, this fresh story came in from CIO magazine: http://www.cio.com/article/736596/BYOD_Runs_Wild_at_Most_Global_Companies The main point raised here is that companies are still catching up with how personal devices are being used on the network, and
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  • Cynefin – Broadening the traditional approach to leadership and decision making

    Cynefin – Broadening the traditional approach to leadership and decision making

    Case based reasoning Many best practice approaches are based upon case-based reasoning.  This is the process of solving new problems based on the solutions of similar past problems. You may have seen this in practice; the Service Desk analyst who restores service to an IT issue using a solution she’s tried before.  A Judge who
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  • The Service Bazaar – a successful experiment

    The Service Bazaar – a successful experiment

    Today has been one of those days that will leave an indelible impression on me. It has been a real privilege to be able to participate in itSMF Norway’s inaugural Service Bazaar – a one day pre-conference event in Oslo. Before the event I chatted with Christian Nissan from CFN People in Denmark about this
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  • Service Desk – Shift Left! And Then Again!

    Service Desk – Shift Left! And Then Again!

    Service Desk 360 recently conducted a  survey with the purpose being to collect different views and wants across the IT department; from the IT Director to first-line technician, then to compare those views in a helpful and constructive way. In response to the survey question ‘If I only had one wish…….’ the overall responses from
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