Training: External/Channel Support Workgroup Leader

Most training for IT professionals is based around ITSM (IT Service Management), or IT services as delivered to a corporate internal customer base. This two-day workshop is different. It is aimed at the support leaders in the Channel. The is Read More …

It’s About Priorities, Not Service Levels

For the past twenty-odd years, I have been a consultant specialising in IT user support and its management. Organisations call me in to help them quickly improve support delivery, and staff productivity and job satisfaction. Over the years, I’ve had 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 …

Tech Staff Motivation – Forget What You Think You Know

Good grief, there is some real naïve nonsense talked about motivating staff, there really is. I’ve recently read yet another happy-clappy article making some spectacularly preposterous claims about staff motivation. It upset me, as so much of this trite, theoretical, 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.

Download: The ITSM Software Review 2017

The ITSM Software Review 2017 is now published and available for download. There are not many reviews of ITSM software, and those that exist tend to deal in market maturity rather than actual use. They’re not supposed to be practical, Read More …