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ITSM knowledge is ITSM power

While helping to support customers globally, Lena Stormvinge of Comaround has learned lots about customer experience and effective knowledge.  Previewing her seminar at SITS17, here Lena explains why her background has influenced her career and offers tips on delivering knowledge on your service desk.  (more…)

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Rethinking the service desk career

Think a service desk career is just a stepping stone? Andrew Shepard of Domestic and General will tell SITS17 visitors why it’s important to see the service desk as a far more important part of the business and here he previews his session. (more…)

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How to secure your service desk

Scott Walker’s time as a service desk support engineer has given him first-hand experience dealing with IT support challenges.  Now working for Bomgar, Scott explains his perspective on how the service desk can stay secure without slowing the team.  (more…)

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Is this the blueprint for ITSM success this year?

Service desks and IT professionals hoping for a successful 2016 need a clear objective.  Simon Kent, chief innovation officer of Sollertis explains why it is so difficult to build a consensus regarding objectives, and describes the ethos you must adopt to create a successful blueprint. There is no absolute formula for improving a service desk […]

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Why “customers” have taken ITSM on the wrong road

The mindset of delivering IT services to “customers” has stopped ITSM from delivering its true business potential.  Simon Kent, chief innovation officer at Sollertis says that labels such as “service provider” and “customer” have created a them/us mentality which has negated efforts to focus IT on business needs. “We think that by fixing an IT […]

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Interview: How do you make configuration management all about the people?

Ahead of this year’s itSMF Finland conference, Toby Moore meets with ITSM speaker and practitioner Tobias Nyberg to find out more about his modern and people centred approach to configuration management. Toby:  Hi Tobias, you presented this year at SITS in London on configuration management and I understand you will be giving similar session at […]

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