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  • So, what's new in ITIL 4?

    Posted by: Steven West
    20/03/2019

    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...

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  • What the Customer Really Wants

    Posted by: Marval Software
    11/03/2019

    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...

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  • Practical Problem Solving Tips

    Posted by: Marval Software
    28/02/2019

    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...

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  • 5 Stages of Service Design

    Posted by: Marval Software
    12/12/2018

    Service Design is an imperative part of customer service. Its significance goes above and beyond the Service Desk, adding value to the organisation overall. Well-designed and effective Services bear a number of key business and operational benefits:...

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  • What is ITIL 4?

    Posted by: Scott Pointon
    19/11/2018

    ITIL 4, the latest version of the world’s most popular ITSM framework, is scheduled to be released at the beginning of 2019.
    The ITIL update will focus on integrating ITIL with best practices from DevOps, Agile, and Lean. ITIL 4 is being...

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  • Can't you tell people or ITSM apart? Good!

    Posted by: Dr. Don Page
    13/11/2018

    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...

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  • Identifying Core Business Processes

    Posted by: Paul Smith
    05/10/2018

    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...

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  • Service Catalogue - Setting Customer Expectation is Key to Success

    13/09/2018

    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...

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  • Service Management in Higher education – Managing Student Experience

    Posted by: Christopher Brown
    29/08/2018

    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...

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