Comments on the ITSM and ECSM industries from IT support management writer, consultant and trainer Noel Bruton
Noel Bruton’s 40 years in IT support management, 27 as a UK-based, independent consultant, trainer, bestselling author and thought leader, have established him as the originator of much of what we now know as IT Support. His highly practical works Read More …
G2G3 is a division of Capita. Its specialisation is running simulations of I.T. involvement in business change, in a educational format, to prepare corporate staff for the procedural and cultural shifts that will be required during transformation. I was invited Read More …
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 …
ITIL™, once known as the Information Technology Infrastructure Library, forms the core of a popular framework by which some larger companies structure their internal IT services. Consisting of two dozen functions or processes and over a hundred named ‘roles’ for Read More …
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 …
‘Shadow’ IT is the industry’s unenlightening and somewhat patronising, yet de facto term for other IT service providers within the business (Wikipedia definition here). These alternative providers may be looking after vertical, department-specific or sometimes general local IT, and may Read More …
This article is about how to know your IT support users from your customers. It’s about thinking clearly, so as not to confuse marketing-speak with service design realities. “Oh, we don’t call them ‘users’ anymore,” the Service Desk supervisor said Read More …
In the esoteric world of IT Service Management, that word ‘management’ is bandied around with such commonality that sometimes, it is misused and its meaning is blurred; technicians are not managers, and processes do not need management. The word ‘management’ Read More …
Slow IT Support is everywhere. It doesn’t have to be that way, but it often is, with fixes taking days when they should take minutes.There are several reasons for this; in my experience, these are five of the most common. Read More …
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