Noel technician, 360

How to turn an IT technician into a manager

Noel Bruton explains the fundamental steps which must be followed if a technician is to successfully transition to a management role, and it starts by taking the screwdriver out of the top pocket. It is a painful memory.  I had been engaged by a company to help improve their IT support, my stock-in-trade.  As part […]

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06/07/08.11.2011: itSMF UK Conference and Exhibition 2011.

The 2011/12 itSMF hot list

The annual itSMF Conference held in November was a good time to reflect on the past year and what challenges await in 2012.  Ben Clacy, CEO of itSMF, tells us what the big talking points were and what solutions were discussed. There is always a large number of topic areas and interesting stories to take from […]

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Jo cust serv

Customer service: how does it benefit IT teams?

Jo Johns’ book on service management and customer service provides a 12-step process for helping IT teams deliver the support that customers need.  In this exclusive article, she offers a peek at some of the content and advice on offer.  You would’ve thought we knew this by now – heaven knows there are enough people […]

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APMG targets IT clarity with Lean qualification

APMG International, the accrediting body of IT-centric frameworks such as ITIL and PRINCE2, has launched a certification scheme for Lean. Designed to remove waste and inflexibility from IT systems and processes, Lean is a methodology which aims to make technology teams more customer and value-orientated. APMG will award a foundation certificate to participants successfully completing […]

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Jo Johns book, SD360

IT and customer service brought to life

Jo Johns, the highly respected ITSM educator and consultant, has written the first in a series of books about service management and customer service.  Released on 28th September, ‘Take it from the Top’ looks at why a strong service focus is fundamental to the success of IT service delivery and helps readers tackle this complex […]

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PRISM aims to unify global ITSM professional development

itSMF (IT Service Management Forum) has launched a personal development scheme which it hopes will unify the disparate ITSM training landscape and give participants a portable scheme which they can use to track and guide their career progression. Speaking at the UK launch of PRISM (Professional Recognition for IT Service Management) in London this week, Ben Clacy, […]

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Real-world lessons from virtual classroom

The Service Desk Institute (SDI) is offering the opportunity to become a qualified SDI Service Desk Manager by participating in training sessions being held in a live virtual classroom. The four-day course is being held 04-07 July, with course manuals and handout packs sent to delegates ahead of time. Further details can be found on […]

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SDI causes stir in social media

TheService Desk Institute (SDI) is running a workshop discussing how social media can work for service desks. The course, which is announced as the SDI’s LinkedIn group reaches 1300 members, gives guidance for implementing an effective social media strategy, and will explore topics including planning, integration, ethics, and how to monitor and manage online service […]

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Belfast to host STI course

Training company STI is running its first public service desk course in Belfast on April 14-15. The course is designed as both an introduction and refresher of the main service challenges faced by those working in the service or helpdesk environment, and includes material regarding the benefits that good service can provide, and how this […]

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