First NHS IT Service Desk In England To Secure 3-star Accreditation – Informatics Merseyside has become the first NHS service desk in England to be accredited with 3-star certification from the Service Desk Institute (SDI) Read more here
Is The BIS Growth Accelerator Scheme Worthwhile For Technology Startups? – Caroline Baldwin reports on why few technology companies are taking advantage of the additional financial and growth support available. Read more here
Do You Have A Service Management “House Plan”? – Matt Hooper explains why one process at a time isn’t going to cut it. Read more here
Problem Management – The Value In Not Knowing– Ryan Ogilvie celebrates the opportunity of unrealized value. Read more here
FBI Warns: Criminals Could Walk Free If Tech Companies Encrypt User Data – As tech companies try to outdo one another in the battle to address user privacy concerns, the FBI is warning that new encryption methods might hinder investigations. Read more here
Should I Upgrade to Mac OS X Yosemite? – Golden delicious or bad apple? Read more here
How Microsoft Appointed Itself Sheriff Of The Internet – Cyber criminals, digital crime fighters and collateral damage. Read more here
Regular ITSM Review columnist Rob England (a.k.a. ‘The IT Skeptic’) has just published his latest contribution to the ITSM industry:
“Plus! The Standard+Case Approach: See service response in a new light”
“If your customers see your group as bureaucratic and inflexible…
If your staff feel process bound…
If your process doesn’t adapt to a changing world…
See service response in a new light.
Standard+Case is an exciting new approach to categorising and resolving any sort of response activity, such as service desk, tech support, public safety, social welfare, or health. If you have anything to do with responding to situations when providing a service, read this. It will change your view of how responses are handled.
Standard+Case applies to anything that requires a human response: there’s either a standard response or there isn’t.”
What they said…
“By tying together the mature practices of ITSM and Case Management Rob has strengthened and filled in gaps of both frameworks. A must read for ITSM professionals!” Troy DuMoulin, Pink Elephant.
“Great reading and concept. Now I want to build it.” Matt Beran, ITSM Consultant.