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An alternative source of talent for your service desk?

Due to the advances in healthcare and longer life expectancy it is estimated that within 15 years of the date of this article almost a third of the UK workforce will be in the over 50-age bracket. Do you have an apprentice working in your IT department? Perhaps on your Service Desk learning the ropes, planning their rise through the ranks to Database Administrator or Network Engineer? I of course am... 

Why is configuration management so tough?

IT Hoarders – do you really need all those old IT items that you no longer use? Overheard at a recent conference: “Oh, we are working on configuration management…Why? Because it’s an ITIL process” I cringed. The conversation continued with “…yeah, I don’t know why it’s not going well. We bought <well-known tool name here> which has a CMDB. We have been adding configuration... 

Collaborative IT Support at the University of Reading

Joel Bomgar, Founder & CEO of Bomgar with Gordon Roberts, Customer Services & Communications Manager, IT Services for University of Reading Since 2012 British Universities have been able to charge £9,000 (about $15,000) per year for tuition fees. I wrote last year, following the itSMF regional at the University of Exeter, that this charging policy shifts the relationship between undergraduates... 

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