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Knowledge Management Is More Than Just Buying A Tool

“Knowledge, like bananas, has a finite shelf life” Knowledge Management is a hot IT service management (ITSM) topic again. Spurred on by the interest in social-enablement and self-help/service, many organizations are looking at how best to manage knowledge or, more specifically, how to make pertinent information available to people as and when they need it. “Failing to plan is planning... 

Service Desk and IT Support Show 2012 – All in all a good two days.

Diversified Communications reported a 13% increase in attendance Just before taking up my new role here as an Analyst for The ITSM Review, I was lucky enough to be given the chance to come to this show as preparation for the task ahead. Certainly on the second day, in our London “drought”, the shelter from the torrential rain provided by exhibitors was interesting, perplexing, and at times irritating,... 

UK IT Conference Season Starts With Service Desk & IT Support Show

Laura Venables "Our 2012 line-up of big name exhibitors and illustrious expert speakers has already generated a lot of positive feedback from pre-registered visitors" Spring has sprung and the IT conference season engine for 2012 has officially started. Actually, Las Vegas and Orlando got going in January/February, but at least we’re civilised enough to wait until the clocks go forward... 

How to Provide Support for VIPs

One of the outcomes of IT Service Management is the regulation, consistency and predictability in the delivery of services. I remember working in IT before Service Management was adopted by our organisation and realising that we would over-service some customers and under-service others. Not intentionally but we didn’t have a way of regulating our work and making our output predicatable. Our... 

IT SmartDesk: When Everyone Can Work in IT Support

I recently spoke with Maff Rigby of ITSM start-up IT SmartDesk. Maff recently presented a session at the itSMF UK conference entitled ‘Social IT – how social media is turning ITSM on its head’. The slides from Maff’s session can be found here. Facebook Meets IT Support In a nutshell, during his itSMF session Maff suggested ways in which Social concepts could be used to our advantage in ITSM.... 

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