IT in the Park Preview
Ahead of the first IT in the Park event, Toby Moore chatted to Stephen Mann about his session ‘Provide People Support, Not IT Support’.
What Do Companies Really Want From ITSM?
What do enterprises really want from IT service management? Stephen makes looks at a wide array of answers. Find out more here.
11 Tips For Reducing Service Desk Agent Stress
How do you start to dealing with service desk agent stress. Here you’ll find 11 tips to reduce stress based on latest GFI Research findings.
Service Desk Scripts: When Great Customer Support Turns Bad
This article is about a personal customer support experience with a very successful online retailer and what IT support organizations can learn from it.
6 Ways Consumerization Is Affecting the Service Desk
Have we really understood and adapted to the consumer-driven changes that will drive service delivery and IT service desk support in 2015 and beyond?
14 Benefits of Enterprise Service Management
“The business benefits of enterprise service management should be articulated and sold” says Stephen Mann. Here these benefits are explained.
Managing Customer Expectations; Part Two
What can a corporate service desk do to better manage and deliver against customer expectations? Here are a few practical tips.
Why isn’t DevOps Delivering the Anticipated Benefits?
“What should we in ITSM be doing in relation to DevOps?” Stephen Mann gives his advice on how to see the value of DevOps. Take a look here.
Managing Customer Expectations; Part One
How fast does your service desk respond to, and resolve, incidents and service requests? Do you know what your customer expectations are?
Technical Support is now Technical Customer Support
Let’s stop reinforcing the fact that technical support fixes IT, it really fixes the issues people have because IT isn’t working.