If your business had to pay for its IT services would they pay for your Service Desk or would they look externally and pay a third party to deliver this service?
It’s a very competitive space we now operate in and having the ability to...

ITIL 4 – Some of what I’ve perceived and learnt following the new Foundation course.
Last week I had the pleasure of attending an ITIL 4 Foundation course hosted by our friends at Pink Elephant in Reading. Firstly, a big thanks...

Reliable, repeatable services that are available when and where needed
In today’s highly competitive business climate, the role and dependency of technology in most enterprises underpins their success. An unexpected failure of a...

What is a problem? A discrepancy between what is and what should be, with the solution being known as 'the solved state'.
The primary objective of problem management is to identify and manage the underlying cause of service incidents...

Service Design is an imperative part of customer service. Its significance goes above and beyond the Service Desk, adding value to the organisation overall. Well-designed and effective Services bear a number of key business and operational benefits:...

ITIL 4, the latest version of the world’s most popular ITSM framework, is scheduled to be released at the beginning of 2019.
The ITIL update will focus on integrating ITIL with best practices from DevOps, Agile, and Lean. ITIL 4 is being...

Effective ITSM requires the right attitude, behaviour and culture to live up to its promise and expectations.
The world keeps evolving and so do the business needs of modern organisations:
There is undoubtedly a greater business reliance on...

Identifying core business processes is the first step towards customer satisfaction and expectation management
In today’s business environment, organisations know that to be competitive, they need to respond to change, especially as...

A service catalogue provides a clear and documented understanding of what IT products and services currently run or are being prepared to run and can be delivered to employees or customers; along with the conditions around them. It can be as simple...