A user (or maybe that should be ‘Customer’, because the marketing policy says so?) calls IT Support because she has a problem with her computer. Except that she doesn’t have a Problem, because this is the first time this has 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 …
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 …
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 …
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 …
Self-service IT support; where instead of calling the Service Desk for IT support, the user consults a resource, wherein he finds the answer for himself. Seems like a good thing, doesn’t it? It’s not the way we have traditionally delivered Read More …
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