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Ros Satar

Ros Satar

Ros Satar started out her life in ITSM tackling Configuration Management head on in 2005. Ros worked as an ITSM Solution Architect and Process Consultant before deciding to combine a career in IT with journalism, now working as a freelance ITSM Analyst and Consultant.
 

Continuing our series of looking at the changes going on in the ITSM area, I want to examine perhaps some of the issues facing the newly formed company to take the ITIL...
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Back in my previous life, I would work occasionally with a mythical figure who could do magic—The Reporting Guy. Here was a person who could pull all kinds of details from the...
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Some time ago, I wrote about the latest happenings after the announcement by the UK Government Cabinet Office to enter into a joint venture with Capita for the Best Management Practice Portfolios....
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I like to think of myself as a reasonably intelligent person. I’ve been working in ITSM for many years and I understand the mechanics behind change, but it has always been one...
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The last few weeks have been pretty big for the ITSM industry. First we had the Service Desk and IT Support Show (SITS 13 Europe) where the great and the good of...
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This time last year, I was just about to commence a new career as a writer and ITSM Analyst, and kicked this all off with two days at SITS 2012. In that...
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Every now and again, an all-too-rare thing happens to me these days—I get great customer service! More often than not, bad customer service can leave us even more agitated than the situation...
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I only ask, because the other day I spotted a forum where a keen, recently Foundation-certified person was handed a short sharp rebuke, for asking if he could include the official logo...
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So you've read the ITIL book, been on the course, copied and tweaked the diagrams in PowerPoint/Visio and you have a bunch of things you can loosely term as service requests or...
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