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  • The Manager’s Top 5 Rules for a good Process (and why bother with them!)

    Posted by: Dr Don Page
    28/11/2017

    By Dr. Don Page, ITSM Strategic Director, Marval
    I am not sure why this subject is challenging, but for some it just is. Process defines how we should work, we follow process for almost everything we do: learning to drive, obtaining a bank loan,...

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  • Old Ways, New Ways (or just set in our ways!)

    Posted by: Robert Hall
    27/11/2017

    By Robert Hall, Support Analyst, Marval
    People are usually set in their ways. When they go to work every morning, they expect to enter a familiar work environment and deal with conditions they are used to. Surprises or big changes are not...

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  • Evolving Leaders In Customer Service

    Posted by: Greg Pritchett
    23/11/2017

    By Greg Pritchett, Managing Director, Marval
    I’m sure you have heard this before: employees quit managers, not companies. Poor management is in fact the number one reason employees leave their companies (even if their exit interview says...

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  • Service Desk Teamwork, Awarded

    Posted by: Richard West
    16/11/2017

    By Richard West, Service Desk Manager, Marval
    Last week Marval hosted MPowered, its Global Partner Conference in Lithuania. Mpowered is a major three-day event and awards ceremony for our partner community, where knowledge is shared, our culture...

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  • The Journey Has Begun

    Posted by: Greg Pritchett
    13/11/2017

    By Greg Pritchett, Managing Director, Marval
    Last week, I was in Lithuania for MPOWERED17, Marval’s Global Partner Conference and Awards. It was an exciting three days in Vilnius, where our partners had the opportunity to meet and spend...

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  • ESM Software Upgrades and Business Continuity

    Posted by: Robert Hall
    30/10/2017

    By Robert Hall, Support Analyst, Marval
    Enterprise Service Management (ESM) is a constantly evolving operation and many ESM tools are also evolving to reflect the market’s emerging needs.
    Marval MSM is one of them. It is a highly...

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  • A Consistent Start to the Customer’s Service Experience

    Posted by: Robert Hall
    25/10/2017

    By Robert Hall, Support Analyst, Marval
    Service Catalogues are becoming increasingly popular lately, as many Service Desks have recognised the need to develop and introduce one to their customers and staff. This organised collection of...

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  • In Service Management, it’s the impact that makes all the difference

    Posted by: Greg Pritchett
    17/10/2017

    By Greg Pritchett, Managing Director, Marval
    The million-dollar question: Why is Service Management important?
    It’s a question I’ve lately been asking many business associates, partners and friends from our industry, and the...

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  • Project Management against the collar? Simple ways to make things work

    Posted by: Jess Hill
    16/10/2017

    By Jess Hill, Application Support Analyst, Marval
    This is a shot of my dogs: Radar on top, Jethro and Merlin on the bottom.
    People say we can learn a lot from our pets, e.g. how to just enjoy life as it comes, how to express affection or how...

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