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Tech skills crisis gives power to IT pros
A growing reliance on technology and a need to connect tech to business requirements have combined to create a skills crisis that IT professionals are ...
Atlassian offers ‘one stop shop’ incident management
Productivity software provider Atlassian says it is now able to offer a complete incident management platform after buying out OpsGenie. (more…)
Kaseya shores up IT security with acquisition
IT infrastructure management solutions provider Kaseya will be able to offer its customers advanced IT security support thanks to its acquisition of RapidFire Tools. (more…)
6 ways to realistically provide a better employee experience
Employee experience directly influences customer experience and is therefore being taken very seriously by organisations delivering service. Sumit De of TOPdesk offers six ways to improve employee experience. (more…)
Support collaboration is focus of Freshworks release
Customer experience software specialist Freshworks has launched a product which enables collaboration between teams supporting internal and external customers. (more…)
Humans still winning IT support battle versus chatbots
Chatbots capable of mimicking the customer support experience offered by humans could take five years to materialise. (more…)
Should we lower expectations of business IT?
Digital transformation is failing to deliver tangible benefits so should we begin lowering expectations of business IT? James West says its time to be realistic about what can and cannot be achieved. (more…)
Digital transformation hampered by ‘unreasonable expectations’
Businesses are heaping pressure on digital transformation projects to deliver return on investment, with 72% of CEOs surveyed by KPMG stating that these activities are suffering because of ‘unreasonable expectations’. (more…)
Can we change the service management culture?
The implementation of a new service management tools promises much, but all too often the project stalls and ultimately delivers very little. Padma Sankar of Freshservice knows what is going wrong. (more…)
The Local Digital Declaration – what does it mean for ITSM?
In July, LocalGovDigital announced a new initiative for the UK local government sector. Simon Johnson of Freshworks explains how it could open doors for service management. (more…)
Weetabix fortifies ITSM with Marval
Cereal manufacturer, Weetabix Food Company has invested in service management tools from Marval to help optimise its ITSM and align its services with ITIL processes. (more…)