Management

McGee Leadership

Leadership lessons inspired by a six-year old

You might not first relate fatherhood to leadership, but in this session Joe explains how raising children has offered him a unique view on developing service desk teams.  Rethinking the process of learning, using objects to emphasise points through ‘show and tell’ for example, has helped Joe in his management role at Konica Minolta and […]

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Noel Bruton, Inadequate Manager, Management

How to work for an inadequate manager

Working for a manager who isn’t suited to the role is as frustrating as it is commonplace.  Noel Bruton explains a strategy for making this difficult situation work in your favour. This writer’s managerial background is in IT, and there in particular we have management shortcomings – technicians necessarily everywhere and too few actual managers […]

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The five things you need to know about SMART ITSM

Delivering faster, cheaper and smarter IT services is on every good manager’s checklist. However, translating these ideas of SMART ITSM into tangible outcomes is often much easier said than done.In this challenging and innovative blog post, Simon Kent will explore the 5 foundations you need to have in place to deliver a truly modern service. […]

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Steve football, 360

Why Total IT is the future by Steve Straker

Not only is the recent ServiceDesk360 article about Total Football principles being applied to ITSM based on sound thinking, but the concepts introduced should be taken further. Steve Straker of Fujitsu Systems argues that fluid, multi-purpose IT teams are essential for delivering what businesses demand of them. I was intrigued by your article on Total […]

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Popularity of public sector IT outsourcing has created “recipe for rip-off”

The UK government is spending as much as ten times more on IT than the private sector, with a damning report by the Public Administration Select Committee (PASC) saying that a lack of in-house technical skills and procurement acumen have created a “recipe for rip-off”. Bernard Jenkin, chair of PASC says that several cases were […]

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Who to meet at the Service Desk & IT Support Show – part 4

In the fourth part of our preview of the Service Desk & IT Support Show (SDITS11), we look at the category service management suites. – House-on-the-Hill will be showcasing their Supportdesk service desk software on stand 316, and demonstrating how solutions including FOI, complaints management and MSP can be tailored to customer requirements and used […]

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ICCM promises to simplify project management

ICCM Solutions has built PRINCE2 principles into its service desk project, helping IT professionals without formal training in the project management framework methodology manage projects. The e-Project module is said to simplify complex project management by creating workflows based on seven principles comprising PRINCE2, leading to what ICCM describes as more efficient and effective projects. […]

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