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Month: February 2018

Fixes should take minutes not days

IT Support Fixes Should Take Minutes, Not Days

Posted on13th February 201824th April 2018AuthorNoel Bruton

ITIL® has its strengths, of course, but if there’s one thing it really, really sucks at, it is IT User Support. ITIL tells us we need a Servicedesk and lots and lots of queues and backlogs; and then pretty much Read More …

CategoriesComment, How ToTagsbacklog, First Line, hotdesk, ITIL, ITSM system, resolvers, ring fence, Second Line

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