Communication – What They Don’t Know CAN Hurt IT
As the Managing Director of an IT company, travel and meetings form a big part of my role and a few years ago I was experiencing serious issues with our […]
Masterclass – Customer Care Skills for the Service Desk
Providing great customer service in a technical environment demands a unique blend of skills – it’s not enough simply to possess the technical know-how. This masterclass aims to create the genuine willingness and desire to do the best for each customer, however challenging the situation!
The Future of the Service Desk Analyst Role
The role of the service desk analyst has evolved overtime; it has grown from a non-technical role some 30 years ago to a role where, according to SDI research, the […]
10 Tips for a Better Service Catalogue
“Service Catalogue” is an interesting term in that it can be interpreted, and used, in a number of different ways. It’s also a key area of IT service management (ITSM) […]
10 Tips to Turn Shadow IT into a Great Business Opportunity
Unfortunately Shadow IT is still “a thing”, and many organisations still don’t know what to do about it. Here we offer up 10 tips to overcome the challenge.
What an MBA Can Teach You About Improving ITSM Practice
Studying for an MBA is particularly hard if you try to do it alongside a full-time job. Mine took six years to complete (I took a two year break in […]
