Effective ITSM requires the right attitude, behaviour and culture to live up to its promise and expectations.
The world keeps evolving and so do the business needs of modern organisations:
There is undoubtedly a greater business reliance on...

Identifying core business processes is the first step towards customer satisfaction and expectation management
In today’s business environment, organisations know that to be competitive, they need to respond to change, especially as...

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...

Managing services effectively and efficiently is key to any industry that attend the needs of thousands of end-users.  This axiom is no less true in the education sector, where university students from all areas of the world converge upon one...

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...