People, Process and Technology. We know we need them all. Why are we so much better at the last one than the first? This talk will revisit the basics of why we fail to communicate with our business colleagues, the damage that causes, and how we can put it right to really transform our organisations. […]
The skills shortage is still the main issue holding back the IT industry, yet we consistently fail to invest in and develop our people. This session explores all the available ITSM training and development options, to help you understand which methods are right for your business – and your teams.
A good service desk manager shouldn’t be overworked. If they’re doing their job correctly, the service desk runs as a well-oiled machine. Demand is anticipated, resources sized to match, staff appropriately skilled and exceptions massaged into normality. The staff love working there and the users smile at them. Noel Bruton explains why service desk managers […]
Can we confidently state that ITSM is consistently delivering business value? Suresh shares practical case studies on how Business Relationship Management is being used to deliver tangible business outcomes. The session also looks at the changing role and potential career path of ITSM professionals as the need for strategic business relationship managers grows.
The business potential of AI and automation are causing much excitement, but we already possess a much more powerful asset: our people. Natalie Calvert has helped the likes of Audi, Lego and the AA unlock the full potential of their people and in this session, she explains how to make massive productivity and service quality […]
You’re committed to customer experience and have the right team in place. Why are customers and your staff still frustrated? Your Level 1’s are bored, your Level 2’s and 3’s are overwhelmed and your customers aren’t having their needs met. This session shows how incident resolution empowers service desks to be more efficient while improving […]
Simon Kent gave an impressive talk at SITS17 about BRM and business value. In this article, he references two SITS presentations which highlighted the need to improve our attitude to managing people. (more…)
Stephen Mann, ITSM writer and speaker, is presenting at this year’s IT in the Park (10th November, Edinburgh). Ahead of the much anticipated Scottish event, Toby Moore talks to Stephen about his session ‘Provide People Support, Not IT Support’. Toby: Stephen, IT has been talking about becoming more ‘people centric’ for a long time now, why do […]
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 […]
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 […]