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Vawns Murphy

Irish mum of 3. ITIL V2 Manager (red badge) and ITIL V3 Expert (purple badge). SDI Managers certificate. Further qualifications in COBIT, ISO 20000, SAM, PRINCE2 and Microsoft. Author of itSMF UK collateral on Service Transition, Software Asset Management, Problem Management & the "How to do CCRM" book. Reviewer for the Service Transition ITIL 3 2011 publication. When not being pelted with brightly coloured balls in name of ITIL, I am the principal analyst and research director for ITSM.Tools.


6 Ways Digital Experience Impacts the Service Desk

We now live in a world of anytime, anyplace, anywhere access to data and services, with instant gratification the required norm. Consumer-world led mobile...