ITSM Issues: from Bad Management and Incompetent Advice
Bad consultants, new fads, poor “best practice”, incompetent research, bad managers, and toxic consulting… Here Aales Roos looks at whether your attempts to improve your organization’s IT service delivery and support capabilities are failing because of all of the above.
The Current Status and Perspectives of the IT Service Desk
This article looks at the work taking place at the University of Oviedo, to understand the current situation and possibilities for improving the IT service desk function within IT service teams, and to identify opportunities for service management improvement.
Getting Your Service Desk Metrics and Measurement Right
When was the last time you took stock of your IT service management and service desk metrics? In this article Stuart Rance looks at what metrics and KPIs you should consider.