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  • Nurturing Efficient And Happy Service Desk Teams

    Posted by: Richard West
    17/07/2017

    It takes a lot of effort to build an efficient Service Desk team. It takes even more effort to keep it.
    By Richard West, Service Desk Manager, Marval

    Being the Manager of a busy Global Service Desk, I know that Support Analysts work...

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  • Service Management: Cultivating the Flower Of The Flock

    Posted by: Chris Brown
    11/07/2017

    “Training is everything. The peach was once a bitter almond; cauliflower is nothing but cabbage with education.” This amazing, though somewhat sarcastic quote (we wouldn’t expect anything less from Mark Twain, of course) epitomises...

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  • What To Ask From Your ITSM Demo (And Still Enjoy The Experience!)

    Posted by: Jess Hill
    10/07/2017

    By Jess Hill, Application Support Analyst, Marval
    So, you have decided that you need a new ITSM tool to help your Service Desk provide better quality and lower cost customer service. How can you make sure you make the most of your demos, so you...

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  • Is It “ERP vs ITSM” Or “ERP plus ITSM”?

    Posted by: Robert Hall
    05/07/2017

    By Robert Hall, Support Analyst, Marval
    Information Technology in enterprises today has taken on an essential, centralised role. There are no departments or operations that do not use some kind of IT equipment, even if it’s just a simple...

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  • Service Management in the Fintech Era

    Posted by: Hassan Elahi
    04/07/2017

    By Hassan Elahi, Support Analyst, Marval
    Only a few years ago, retail banking was exclusively held at high street branches, where customers and staff would meet in person and spend time discussing about products and options, while developing a...

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  • Reinventing Marval: Our Transformation Journey

    Posted by: Greg Pritchett
    03/07/2017

    In 1989, Don Page and I had this mad idea about developing a tool that would reinvent the way service was delivered - bringing people before process and technology and evolving ticketing systems and Help Desks to Service Desks. Totally invigorated,...

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  • Three Common Mistakes Organisations Make in Customer Service

    Posted by: Richard West
    29/06/2017

    By Richard West, Service Desk Manager, Global Service Desk, Marval

    A recent Forrester report stated that “it’s not enough to be customer-centric; companies should be customer-obsessed”. Personally, I couldn’t agree...

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  • Key Changes The GDPR Will Bring To Your Organisation

    Posted by: Chris Harris
    28/06/2017

    By Chris Harris, Support Analyst, Marval
    The General Data Protection Regulation is coming into force on the 25th of May 2018 - that’s less than a year. The countdown has begun for organisations all over the globe to comply with the new...

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  • ITSM Integrations: From “Compatible” To “Interoperable”

    Posted by: Harry Newman
    21/06/2017

    So, you are about to elevate your service delivery by investing in a brand new or existing ITSM tool. Before jumping into your next investment, here are a few things to consider.
    By Harry Newman, Technical Consultant, Marval
    Just a few...

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