Hotel bell

Why IT user support can’t ignore the call of Agile, Kanban, Scrum, Sprint, and DevOps, by Noel Bruton

The popularity of Agile, DevOps and their associated ideas and methods challenge the entire concept of an IT service desk. Noel Bruton explains why this rethink of technology delivery must quickly extend to IT user support. Right now, IT management thinking is in the middle of its greatest revolution since 2002, back when ITIL first […]

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DWP writes off £34 million universal credit IT spend

The Department for Work and Pensions (DWP) has written off £34 million relating to its universal credit IT systems and cannot guarantee the  infrastructure will support country wide roll-out according to the National Audit Office (NAO), with the government watchdog blaming lack of experience and frequent changes amongst senior management for the failure. The Universal Credit […]

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Australian state blacklists IBM after $1 billion contract blunder

The Australian state of Queensland  has blacklisted IBM from public sector contracts after a project to replace its health payroll system spiralled in cost from an initial budget of (AU)$6 million to an eventual spend of more than $1 billion.A government statement said the project to automate payroll systems and procedures  failed to deliver service […]

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Ferris webinar, 360

Karen Ferris on powering your ITSM product migration

Those service desks planning to source solutions at SITS13 are being offered migration and project planning advice from renowned international speaker and trainer, Karen Ferris. Ferris will share her knowledge during a webinar hosted by Barry Crosby of Axios Systems taking place Tuesday 19th March @2000 (GMT).  Also participating is Clive Keylard from University of Canterbury, who […]

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Tube Lines, 360

How Tube Lines fixed mobile working with iPad

At itSMF 12, Jon Miller, IT project manager of Tube Lines explained why iPads were chosen to support its mobile workforce, how it overcame the challenges of moving to a new platform, and the benefits of a radical technology deployment.  Tube Lines provides maintenance and development services to the Jubilee, Northern and Piccadilly Lines, and […]

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Shared service boosts resolution rates for Virgin Media

A project to centralise its employee services has seen Virgin Media improve its first call resolution rate to 87 per cent. Software from RightNow has been used to join formerly disparate departments including benefits, people and payroll, creating a service desk which handles around 1000 phone calls and 3000 emails per week. The software keeps […]

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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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