What if your IT service desk was in Westeros?

With Game of Thrones (GOT) - the popular fantasy drama television series based on George R. R. Martin's A Song of Ice and Fire series of books - finally returning to...
Consumerization of IT

How Consumerization Is Changing IT Support Models

The webinar referenced in this blog post has now taken place. You can watch this on demand here.The corporate IT landscape is changing rapidly, because employees – buoyed by their personal-life,...

5 Approaches to Eliminating Language Barriers in IT Service Desks

Communication is vital to the IT support and service desk industry of yesterday, today, and tomorrow. For companies that wish to ensure and maintain effective communications across a spectrum of end...

The Power of Chat for IT Support

There’s now a wide variety of access and communication channels for IT support. Starting with the early help desk routes of walk-up and telephone, the IT service management (ITSM) industry has...
Service delivery introduction link

Service Introduction: The Critical Link Between IT Projects and Service Delivery

Have you ever experienced an IT project landing into production where IT support and business users are surprised (and most likely unhappy)? Someone forgot to tell them about it? The support...
Change Management Robot

The Why and What of Change Management

Is your organization planning to boost its IT service management (ITSM) maturity level by formally entering the world of change management? Why formally? All companies deal with change, but not all...
8 Tips for Self-Service Success

8 Tips for Self-Service Success

This is the fifth of five blogs on self-service for IT, and how to increase your organization’s chances of success. So, if you missed the earlier blogs, I suggest that you...
BRM dancing

IT Is Too Important to Leave to IT – Involve Your Business Partners

Reading a recent blog about how IT departments struggle with their communication and collaboration with their end users, by Martin McKenna, I can’t avoid the conclusion that many IT departments still...
Staff motivation - have fun!

IT Staff Motivation: Don’t Let Work Steal the Fun

Working in IT, and particularly in IT support, can be a challenge. After all, you only usually get to speak with your customers when they have an issue and contact the...

How to Reduce the Number of High-Priority Incident Tickets

ITIL defines priority as impact X urgency, which means that the priority of an incident is determined by the effect it has on business and the time available for repair (or...

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ITIL Practitioner and the Three Ways of DevOps

If you’re familiar with DevOps, then you’ve probably heard DevOps enthusiasts talking about “The three ways”. This refers to three very powerful and practical...