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...

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...