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.

Training: Key Measurements for IT Support Management Decisions

Going way beyond mere ‘service levels’ in this one-day, expert workshop in understanding and using key measurements for IT Support operational management decisions.

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 …

Managing Mixed Workloads with the RMAP Quadrant

The RMAP™ Quadrant is a tool for anticipating and managing mixed workloads. In a department providing both on-demand and scheduled output, staff resources must be committed to the entire workload, not just the noisiest, reactive element of it. Although RMAP Read More …