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Most tech predictions focus on the next “big thing.” With our appetite for new and different, we tend to overlook the power of ongoing trends. 2017 is a year when existing innovations will settle...
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An IT help desk can easily take on a huge range of activities, but if you have limited resources then you must think about the essentials. This is true even if you’d like to...
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The help desk was a new idea for IT departments back in the 1980s and 90s. That’s when organizations figured out that it was far better to have a team of people fielding all...
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Some time ago, I wrote a blog about Defining Metrics for the Service Desk. Recently someone asked me what about the help desk? This person works for an organization that doesn’t have an enormous...
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Working in IT, particularly on the IT help desk, can often be a “glass half empty” rather than a “glass half full” experience – with many of the day’s activities related to things that...
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It isn’t often I get to start an IT service management (ITSM) blog with a William Shakespeare quote, but he put it perfectly in Romeo and Juliet: “What’s in a name? A rose by...
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The term “service desk” can give rise to a number of conversations, and sometimes arguments. For instance, should you call it a help desk, service desk, or something else? And for companies with relatively...
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IT organizations often spend huge amounts of time, money, and other resources on managing incidents, but they spend surprisingly little on problem management work that might reduce the number of incidents in the first...
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Come the end of a busy week, does your IT service desk ever look a little bit like the set of a western movie? The atmosphere is dry and barren. Random objects are strewn...
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ITIL® tells us that there are three components to business value: Business outcomes Customer perception Customer preferences Once this has been successfully memorized for the ITIL Foundation Certification exam, most people then forget it....
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“Customer experience” you say. What the heck is that? If this sounds like you, don’t worry, you’ve come to the right place. You see we’re big evangelists of the customer experience and believe that it’s...
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We all know IT organizations that run into difficulties working with their suppliers. They seem to really struggle, enduring fractious relationships and contracts that don’t meet their needs. On the other hand, some IT...
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I was thinking about incident management and categories and it came to me that really, every single day, we find ourselves being categorized and pushed into a specific pigeonhole. In fact, it happens so...
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I recently ordered some items from a web site that I’d used before. The checkout price was $30, which I paid with a credit card and then forgot about it and got on with...
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Why do we IT service management (ITSM) people have trouble understanding and predicting how our customers and other colleagues in the business will behave? Really understanding the customer’s perspective requires more than good intentions....
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Configuration management is about collecting and maintaining useful information. In IT service management (ITSM), this means knowing about everything from hardware and software through to documentation and people – all of which is used...
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My colleague Ivor McFarlane once described the concept of intelligent disobedience to me. This term was first used in relation to guide dogs.  Service animals need to be trained to obey their owners. However,...
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