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 …
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 …
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 …
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 …
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 …
By continuing to use the site, you agree to the use of cookies. more information
The cookie settings on this website are set to "allow cookies" to give you the best browsing experience possible. If you continue to use this website without changing your cookie settings or you click "Accept" below then you are consenting to this.
