Service Desk

Domestic and General

Rethink the service desk role to change its image forever

Service team lead Andrew Shepherd has fundamentally altered how his analysts approach their career and business role. Learn how he created an innovative and enthusiastic team that delivers a proactive service to the business while changing how the service desk role is perceived forever. Key Take Aways

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True stories of service desk contributions to the bottom line

Does your organisation view the service desk as a maintenance operation taking care of the daily technology infrastructure?  Would you rather be seen as a dynamic initiator of technology change that contributes directly to the financial success of the business? This session will explain how to create business KPIs which prove to the C-suite that […]

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Service desk analytics in 5 steps

While IT service desk teams have always tracked metrics and KPIs, the pressure is on to deliver more business value through numbers.  And that’s where analytics comes into play.  This session explores 5 essential components of an analytics initiative for your IT service desk, how to get started and presents a beginners road map.  We […]

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The SITS16 industry report – have your say

The service desk market is in a period of massive change. Cloud, SaaS, PaaS, BYOD, DevOps, digital disruption and shadow IT are just a few of the factors that the service desk must be mindful of while still being expected to deliver a quality core service. We want to hear how these changes are impacting your […]

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IT in the Park Preview: Stephen Mann

Stephen Mann, ITSM writer and speaker, is presenting at this year’s IT in the Park (10th November, Edinburgh). Ahead of the much anticipated Scottish event, Toby Moore talks to Stephen about his session ‘Provide People Support, Not IT Support’.  Toby: Stephen, IT has been talking about becoming more ‘people centric’ for a long time now, why do […]

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The five things you need to know about SMART ITSM

Delivering faster, cheaper and smarter IT services is on every good manager’s checklist. However, translating these ideas of SMART ITSM into tangible outcomes is often much easier said than done.In this challenging and innovative blog post, Simon Kent will explore the 5 foundations you need to have in place to deliver a truly modern service. […]

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