Advice

Jan272012
Landesk500

LANDesk announces 2012 open-days

LANDesk has announced its annual open-days for 2012 which offer tips and advice from the company’s developers alongside best practice sessions delivered by organisations including SDI (Service Desk Institute) and Lenovo.  Other topics to be discussed include service catalogue, process design and mobile user management. The open-days are to be held in locations across the UK, […]

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Dec202011
SDI buyers guide, 360

SDI offers free software buyers guide

Service desks thinking about upgrading their software in the new year are being offered free advice thanks to the release of a downloadable buyers guide from SDI (Service Desk Institute). SDI has also produced a reference tool for understanding certification on offer.  This free pocket guide offers information about all relevant ITSM international standards and […]

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Sep062011
Steve football, 360

Why Total IT is the future by Steve Straker

Not only is the recent ServiceDesk360 article about Total Football principles being applied to ITSM based on sound thinking, but the concepts introduced should be taken further. Steve Straker of Fujitsu Systems argues that fluid, multi-purpose IT teams are essential for delivering what businesses demand of them. I was intrigued by your article on Total […]

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May122011

This first-line, second-line thing

Noel Bruton says poor decisions regarded first and second-line support have created a confused service, with users unsure where to turn. A rethink is needed to improve the service delivered. The first line takes the enquiries. The second line fixes the enquiries the first cannot. Second line people are paid more than first line. They […]

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Apr152011

The #SDITS11 conversation is happening, are you listening?

Hornbill’s Pat Bolger describes how Twitter will enhance the SDITS experience and allow attendees to build lasting relationships. If I’m attending a conference or exhibition, I normally plan to sit through some sessions, look at the latest technology and speak with my peers in the hopes that I’ll take away some ‘gems of wisdom’ that […]

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Apr052011

IT financial management grows up – Ovum exclusive

Martin Gander of Ovum concludes our preview of the Ovum Knowledge Center at the Service Desk & IT Support Show with a look at how the additional ITIL v3 service strategy processes around IT financial management are key for IT organisations considering new opportunities. For many IT organisations, the art of finance is pretty much […]

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