By Robert Hall, Support Analyst, Marval

ITIL defines an incident as an unplanned interruption to or quality reduction of an IT service; in other words, a disruption to normal service delivery. These disruptions can (and do) happen all the...

By Richard West, Service Desk Manager, Marval

Appraisal can be a very scary word, not just for the Service Desk staff but for their managers too. Appraisals can be packed with criticism (constructive, of course, but still criticism),...

By Chris Brown, Product Trainer, Marval

When thinking of your Service Desk resources, what’s the first that comes in mind?
The word “resources” means a lot of things really, but most Service Desk professionals would...

By Robert Hall, Support Analyst, Marval
You ‘ve just acquired your new Service Management system – congratulations! Now starts the real fun: uploading corporate data. I know, it doesn’t sound like fun really; actually, some IT...

By Richard West, Service Desk Manager, Marval
While many organisations have opted for more friendly, open and flexible work models, employee engagement remains one of their most pressing challenges. In fact, according to a Gallup global...

Rudyard Kipling wrote “he travels fastest who travels alone”. The question is, how far can one go on their own?
By Greg Pritchett, Managing Director, Marval

For many organisations that go through transformative changes...

By Hassan Elahi, Support Analyst, Marval

“If everything seems to be going well, you ‘ve obviously overlooked something.” Put in a simpler (and less funny) way: there’s always room for improvement - particularly in...

By Jess Hill, Application Support Analyst, Marval

A few days ago, I was watching BBC on Sunday morning before going to my Archery practice, and they had a piece about how young women, especially teenagers, are picking up on Archery as a...

By Robert Hall, Support Analyst, Marval

Impeccable Customer Service. Personalised Customer Experience. An efficient and highly productive Service Desk. What’s stopping your ambitious plan to improve Service Management in your...