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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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  • Improving The Service Desk Performance With Successful Employee Appraisals

    Posted by: Richard West
    08/08/2017

    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),...

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  • How To Maximise Your Investment In People, Process And Technology

    Posted by: Chris Brown
    03/08/2017

    By Chris Brown, Product Trainer, Marval
    When thinking of your Service Desk resources, what’s the first thing that comes to mind?
    The word “resources” means a lot of things really, but most Service Desk professionals would...

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  • ITSM Implementation: How To Put Your Right Foot Forward

    Posted by: Robert Hall
    01/08/2017

    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...

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  • Service Desk: How To Improve Employee Engagement And Reduce Turnover

    Posted by: Richard West
    27/07/2017

    By Richard West, Service Desk Manager, Marval
    While many organisations have opted for more friendly, open and flexible work models, employee engagement remains one of their most pressing challenges. In fact, according to a Gallup global...

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  • A Lone Traveller Or A Transformational Leader?

    Posted by: Greg Pritchett
    26/07/2017

    Rudyard Kipling wrote “he travels fastest who travels alone”. The question is, how far can one go on their own?
    By Greg Pritchett, Managing Director, Marval
    For many organisations that go through transformative changes (including...

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