Contributions and opinions from service desk and ITSM thought leaders
Marval’s Julian Ratcliffe looks at the ITIL 4 Service Value Chain – what it is and how you can use it to create products, services and, in turn, value.
Given the title of this blog, you’d expect that if you’re reading this in 2021 or beyond, it’s content will not be relevant to you. Fear not, for the advice contained herein is just as relevant in 2020, as it was in 2009, and as it will be in 2029.
Sunrise Software, a leading supplier of IT Service Management (ITSM) solutions, have announced that North Wales Fire and Rescue Service has upgraded its ITSM platform and refreshed and extended its services to support its nearly 1,000 staff as they safeguard lives and property across an area of 2,400 square miles.
In today’s day and age service desk managers are being asked to do more with less, supporting ever-demanding end users, and trying to support their organisation’s digital transformation. However, many of you may find yourselves bogged down by the constant challenges.
Cost is not the only consideration for small companies that are looking to outsource a help desk. So I’ve put together a checklist to help you cover all bases before making such an important decision…
Many years ago, I remember a regular debate which raged about whether an organisation could be “ITIL Compliant”. This term was often overused and was met with cries of derision from ITIL purists (myself included), that you couldn’t be ITIL “compliant” because it was a framework that you adopted and adapted to meet the needs […]
Self-service, Shift Left and AI free up time that your service desk staff can use to focus on important and recurring problems. Given that these are the problems that have the greatest impact on your customers, your service desk employees are becoming increasingly important in determining customer satisfaction. And that brings with it a new […]
Think of manual work. Ugh, what a bore, what a nuisance, right? Remember the days when all work was done manually? Think about all those wasted hours and frustration. The same used to be when it came to asking for directions to find that “hidden address.” Or the hours we used to spend in traffic […]
In a nutshell, any workplace that anyone ends up in hires them because they’re not robots. As silly and simple as this sounds, organisations need their people to be their best selves for the workplace to be an all-round better place, including the IT service desk and its IT service desk analysts.
Your team probably spends a lot of time registering categorisations for your incidents. But to what end? Does it help your team handle incidents faster? TOPdesk UK’s Hannah Price shares a checklist of 6 questions to help you see whether you’re getting the most out of your incident categorisation.