Methodology to fill the ITIL void for IT support? UPDATED with link

Helpdesk guru Noel Bruton is releasing a methodology designed to help businesses build, hone and prove the financial benefits of IT support, ServiceDesk360 can exclusively reveal. Building on a long-established structure he uses while helping organisations in his role of consultant, Bruton says the Method for IT User Support (MITUS-2) offers ‘deeply practical’, end-to-end guidance […]

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Toolkit to guide global standard in ITSM

A toolkit to help businesses meet the criteria demanded by ISO/IEC 20000 is being launched by IT Governance at the upcoming Service Desk and IT Support Show. Developed by IT service management gurus Shirley Lacy and Jenny Dugmore, the toolkit guides business through the differences between ITIL and the global standard. “The ITIL and ISO/IEC […]

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A healthy approach to IT services

‘Big bang’ ITIL adoption, underpinned by Sostenuto ITSM software, paves the way to record service level performance and National Accreditation for Pennine Care NHS Foundation Trust. Pennine Care NHS Foundation Trust provides mental health and specialist drug and alcohol services to a population of almost 1.2 million. Having been established in 2008 as the 100th […]

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ITIL knives are out – Supportworld article now online

The October/November issue of Supportworld is now online, featuring an article examining the continued relevance of ITIL. The article uses Noel Bruton’s views on ITIL, first seen on ServiceDesk360, as the starting point for debate, and asks a number of respected experts such as Malcolm Fry and Aidan Lawes to challenge Bruton. You can download […]

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Service management for high achievers

Learn how adopting ITIL, installing flexible service desk product and adopting a company-wide focus on IT excellence has helped Endava lead the way in the services sector. Endava is a shining success story for the IT services sector, listed No 17 in the Sunday Times Tech Track 100 in 2010. With performance statistics which others […]

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Why all feedback is good feedback

Welcome to Howard Kendall, the chairman of the Service Desk Institute (SDI), who has joined our group of expert writers. Here Howard discusses the value of collecting feedback – good or bad. I seem to get bad service more often than most, or perhaps being heavily involved with the service industry I just notice it […]

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ITIL and the ServiceDesk – an industry being cut in two?

Has enough been done to improve ServiceDesk software and has ITIL kept up with the demands of the business? Exclusive research carried out by ServiceDesk360 and TechExcel suggests an industry divided between those who think good progress has been made and those who believe more must be done. James West and Rickard Jonsson, senior business […]

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