Total IT – Dutch football strategy to improve ITSM?

Is it realistic for IT workers to become business-savvy strategists? James West looks at whether the concept of Total Football popularised by the Dutch national team can be translated to ITSM. The challenge for IT professionals today is trying to give equal prominence in two distinctive areas of business. At one end of the scale […]

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Why MITUS2 is not ITIL – By Noel Bruton

The announcement of MITUS2, a methodology for building effective IT support, has caused some commentators to question why we need another set of processes, particularly now that ITIL2011 has become bigger than ever. Its author Noel Bruton offers more details on MITUS2, what it will offer support teams and why it is not another subset […]

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Methodology to fill the ITIL void for IT support? UPDATED with link

Helpdesk guru Noel Bruton is releasing a methodology designed to help businesses build, hone and prove the financial benefits of IT support, ServiceDesk360 can exclusively reveal. Building on a long-established structure he uses while helping organisations in his role of consultant, Bruton says the Method for IT User Support (MITUS-2) offers ‘deeply practical’, end-to-end guidance […]

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Toolkit to guide global standard in ITSM

A toolkit to help businesses meet the criteria demanded by ISO/IEC 20000 is being launched by IT Governance at the upcoming Service Desk and IT Support Show. Developed by IT service management gurus Shirley Lacy and Jenny Dugmore, the toolkit guides business through the differences between ITIL and the global standard. “The ITIL and ISO/IEC […]

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A healthy approach to IT services

‘Big bang’ ITIL adoption, underpinned by Sostenuto ITSM software, paves the way to record service level performance and National Accreditation for Pennine Care NHS Foundation Trust. Pennine Care NHS Foundation Trust provides mental health and specialist drug and alcohol services to a population of almost 1.2 million. Having been established in 2008 as the 100th […]

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Why all feedback is good feedback

Welcome to Howard Kendall, the chairman of the Service Desk Institute (SDI), who has joined our group of expert writers. Here Howard discusses the value of collecting feedback – good or bad. I seem to get bad service more often than most, or perhaps being heavily involved with the service industry I just notice it […]

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ITIL and the ServiceDesk – an industry being cut in two?

Has enough been done to improve ServiceDesk software and has ITIL kept up with the demands of the business? Exclusive research carried out by ServiceDesk360 and TechExcel suggests an industry divided between those who think good progress has been made and those who believe more must be done. James West and Rickard Jonsson, senior business […]

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