How Many IT People Does it Take to Change a Lightbulb?

Damn – the lightbulb* has blown. As a user, I’m not insured to change it, so I’d better call the… One: Service Desk All our agents are currently serving other customers. Your call is impor… hello, Servicedesk, how can I Read More …

For healthy IT support, go beyond the service desk

Let’s not underestimate IT user support. It is far and away the most important function of IT. Occasionally, some business department heads will need a software development project or to commission an infrastructure improvement, so calling upon IT’s project managers, Read More …

Facilitation/Training: The Incident Management Shortcut

The ‘Incident Management Shortcut’ is an onsite engagement, normally run over two or three days, with one purpose – to shortcut your way to a cross-department, working consensus on the incident management process.