Joost Wapenaar of TOPdesk says that ‘shift left’ is critical to how his organisation operates. In this blog, he explains the journey, the connection with Knowledge Centered Support and discovered in the process how to work smarter and quicker than ever before. (more…)
Shift Left: our journey, methods and results
Joost Wapenaar of TOPdesk says that ‘shift left’ is critical to how his organisation operates. In this blog, he explains...
Staff morale hit by digital transformation pressures
Digital transformation promises to reduce costs and create better services. But trying to achieve it is taking its toll on...
Digital transformation promises to reduce costs and create better services. But trying to achieve it is taking its toll on ITSM professionals according to research from Axios Systems. (more…)
University of East Anglia faces a challenge familiar to most ITSM professionals: offering a flexible and responsive IT customer experience while maintaining the integrity of the IT estate. (more…)
Ever wondered how you compare to other service desks in the UK? In its latest benchmarking survey, ITSM technology provider LANDESK distributed questions to over 12,000 IT professionals asking about issues ranging from technology and metrics through to training and salaries. In addition to this, the resulting report compares results to previous years to give an overview […]
Following the high-demand for our previous self-service ebook, published by USU, we have answered your call for more and produced a second edition, detailing some more practical steps to really nailing self-service. In the previous post ‘Everything you need to know about self-service’ we offered some examples of how self-service can be done a quick, […]
Shared services is emerging as one of the hottest topics in the ITSM space at the moment. In this latest report from TOPdesk and SDI, you can now look into the core trends leading this bigger than ever demand for shared services. According to the new report on the adoption of share services, 90% of […]
In this latest piece of industry research, USU explore the most common pain points, drivers and inhibitors of a modern self-service offering. An effective self-service channel is on the top of nearly every IT department’s priority list right now. This might be because of an overwhelming rate of tickets coming to the service desk, or […]
In this downloadable case study, you can read all about how The University of Warwick, overcame core ITSM challenges through automation and best practice, working with ServiceNow specialist TeamUltra. The University of Warwick were facing significant challenges with: Limit IT resources Manual processes and little flexibility Backlog of requests In this case study you can […]
Spirit Pubs,one of the UK’s largest and leading pub, restaurant and hotel companies, recently embarked on a project to expand and improve their overall IT and business services, across both corporate and guest service functions. In this short video, we everyone from the Service Delivery Manager to the Bar manager, to find about the journey […]
Based on data collected in our latest ‘IT Wish List’ survey, we have produced this great new infographic. The purpose of the survey was to collect differnet views and wants across the IT department; from IT Director to First-line Technician, then to compare those views in a helpful and constructive way. Download the accompanying eBook! […]