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...

By Dr. Don Page, ITSM Strategic Director, Marval Software 
To maintain a competitive advantage, organisations need to have the conviction to measure and benchmark their IT services to retain business confidence and demonstrate to...

Improved service is a critical objective for any organisation -not only an operational goal, but a strategic business one as well. Improved service is directly related to customer loyalty, growth and the business’s long-term sustainability....

Selecting the right service management solution will assist the delivery of business value and a great customer experience. Here are a few tips to consider:
1. To get the best response from your RFI, first understand your business...

As most Service Desk professionals know, working at a Service Desk is not easy. In fact, it can be extremely difficult. Most Analysts have to deal with an excessive workload already, while managing incoming customers’ requests and trying to...

IT Operations have a rounded role in your organisation. Here’s how you can keep things on track, while empowering your team to lead cultural change.  
By Paul Smith, Implementation Consultant, Marval
Within the past decade, the...

Governance, Risk and Compliance (GRC) is not new and has been in existence for many decades. However, increasing legislation, more stringent guidelines and growing stakeholder pressure to prove sustainability and value is elevating the importance of...

1. Get staff buy-in
Nobody naturally documents information unless there’s something in it for them, or a good reason to do so.
a. Sell back the benefits at all levels and points    i) Increased productivity/revenue...

By Steven West, Product Consultant at Marval Software
1.   Avoid making quick, on-the spot...