IT support guru Noel Bruton knows the importance of reports to service desk managers. He also knows why you don’t have them and what you ...
Customers are looking beyond the service desk for IT support because they are ‘lost’ while using poorly designed portals and IT self-service tools. Can these ...
Artificial Intelligence – AI – is a popular topic at service management events. But exactly how will AI help you improve service management? Geoffrey Simpson ...
James West asks whether our approach to IT recruitment is providing the skills needed to meet current and future IT challenges. (more…)
More than 150 content writers and a development group of more than 2000 interested parties are helping build the latest version of ITIL – the ...
Aleks Yenin of Polontech explains why we need to rethink the way Enterprise Service Management is positioned and sold to the business. (more…)
Customer engagement software specialist Freshworks has secured its largest-ever cash injection and has pledged to use the funds to fuel aggressive global expansion. (more…)
To support its ambitious growth plans, energy provider Utilita is investing in ITIL and technology from Sunrise Software. (more…)
Online shopping continues to grow exponentially and the retail revolution is redefining the battle for customers. Natalie Calvert explains the pivotal role that IT and support professionals will play. (more…)
Efforts to close the gap between IT and the rest of the business are not working. In fact, research now shows that IT/business alignment could be making the situation worse. (more…)
The IT skills shortage is forcing organisations to work much harder to retain staff. Are you experiencing IT pro power? (more…)
The combination of digital transformation and lack of suitable candidates are helping drive helpdesk salaries to unprecedented levels according to research from Robert Half Technology. (more…)
Steve Morgan of Syniad IT is at the vanguard of connecting IT with strategic business outcomes. Here he shares his current ITSM challenges, the trends we should follow and what has inspired his career. (more…)
The SITS Insight team spoke to a number of consultants, vendors and leaders in the IT service management world at SITS18. In this series of videos, learn the hot topics and takeaways from the event. (more…)
Employee engagement might not be a priority for IT departments – but it should be. Natalie Calvert explains why the ‘soft’ issue of how your staff feel about their job is now mission critical. (more…)