This can be a challenging area to consider. How do you prepare for an event where there may be a number of unknown variables you can’t control?
Namely, where the auditor will ask to look, who they may ask to talk to (interview) and how...

In the words of Corporal Jones, “Don’t panic Mr Mainwaring”.
Having been at the thick end of this cycle for more than 10 years I can honestly say that these words ring true.
In my youth I was frequently advised not to...

What is the ITIL 4 Service Value Chain?The central element in the ITIL Service Value System (SVS) is the Service Value Chain (SVC). The SVC is an operating model that outlines key activities required to respond to demand and facilitate value...

ITIL has always taught us that to achieve our goals, the right outcomes, and the desired benefits, we need to successfully blend together our people, processes and technology.
In ITIL v3 we were introduced to the 4 Ps of Service Design: People,...

MSM provides you with everything you need for a totally integrated ITSM, service desk or helpdesk software solution that can be used by your whole organisation. Marval MSM solves a multitude of pain points so to avoid information overload, I've...

Following the introduction of the EU General Data Protection Regulation (GDPR) which came into effect in May 2018, organisations have certainly become more aware and vigilant in maintaining the integrity and security of sensitive or confidential...

It may seem obvious but a key element in delivering quality support is ensuring accurate, two-way communication between the support team and the customer. The key starting point to achieving this is to take a step back and try to understand the...

The guiding principles defined here embody the core message of ITIL and of service management in general. Applicable to practically any initiative, guiding principles encourage and support organisations in continual improvement at all...

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...