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  • A Joint Responsibility

    Posted by: Dean Johnson
    02/10/2017

    By Dean Johnson, Support Analyst, Marval
    We all know that: for the Service Desk, not all incidents are the same; some are simple, some others need more time, some will be upgraded to problems and require days to be resolved.
    For the Service...

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  • All Of A Size: What Our Participation in the 8th itSMF Russia Conference Taught Me

    Posted by: Vilma Domaševiciene
    29/09/2017

    By Vilma Domaševiciene, CEO, Marval Baltic
    Recently, my team and I attended the 8th itSMF Russia Conference, held in Moscow. Marval was the golden sponsor of this event, which was fantastic in many aspects: very well organised and run,...

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  • Soft Pedalling Doesn’t Improve Customer Service

    Posted by: Robert Hall
    25/09/2017

    By Robert Hall, Support Analyst, Marval
    5 things I like almost as much as riding my bike:
    1.      Looking at my bike
    2.      Talking about my bike
    3.     ...

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  • Developing Integrated Teams In Service Management

    Posted by: Richard West
    22/09/2017

    By Richard West, Service Desk Manager, Marval
    High employee turnover is a common issue for many Service Desks; one that can affect the quality and consistency of the service delivered. Support Analysts come and go, affecting the team’s...

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  • Hope Is Not A Business Strategy Or, How Technology Can Help Align Customer Service With Your Business

    Posted by: Robert Hall
    18/09/2017

    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...

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  • Service Management: Why Bother Reporting?

    Posted by: Robert Hall
    15/09/2017

    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...

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  • Untangling Ariadne’s Thread in Service Management

    Posted by: Dean Johnson
    11/09/2017

    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...

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  • Ice Cube sang it was a good day! What if it was a good day on your Service Desk, too?

    Posted by: Robert Hall
    07/09/2017

    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...

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  • Incident Management And Its Impact

    Posted by: Robert Hall
    10/08/2017

    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...

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