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Dec012016
Security concept

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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Jan142016
notebook and pencil with wish list on table

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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Oct072015
Be happy! Smiley in the woman's hand. Concept image. Close-up.

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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Aug142015
tobias-nyberg

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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