Lack of preparation, misunderstanding of roles and responsibilities, and unfortunately, office politics too, can leave you feeling hopeless at meetings. Here’s how to overcome the hurdle and make the most of them.
By Robert Hall, Support...

By Robert Hall, Support Analyst, Marval
You are the Service Delivery Manager and your role is intended to oversee the delivery of services or service technology to a company's customers. You need to establish policies designed to ensure...

Growing up, all you want to do is be yourself. But what if being yourself is not lady-like?
By Jess Hill, Application Support Analyst, Marval

Every Friday at work we have a dress down day and you will find me in jeans and some geeky...

By Dean Johnson, Support Analyst, Marval

It’s a cliché, but very true: No two companies are the same.
Companies are just like people. Each one has its own personality, consisting of their history, values, vision, people...

By Robert Hall, Support Analyst, Marval

Think about the different aspects of a typical day on your Service Desk. Arriving at work in the morning, you probably have to respond to new requests: maybe some password reset requests, a couple of...

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...