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  • Why ISO/IEC 20000 Gives ITIL The Force It Needs To Be Successful

    Posted by: Dr Don Page
    20/06/2017

    In 2017, the number of organisations which are ISO/IEC 20000 certified globally has increased by 45%, compared to 2011; while in the UK has dropped by 47%! I’ve got to admit, I find this very worrying.
    By Dr Don Page, ITSM Strategic...

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  • CSI: More Than A Cop Show

    Posted by: Julian Ratcliffe
    19/06/2017

    By Julian Ratcliffe, Sales Coordinator, Marval
    The other evening, I was watching a programme about some disgruntled commuters who decided that they could run London South East railways more effectively than the current franchise holders; so got...

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  • OLAs: Defining The Framework For Great Service Delivery

    Posted by: Robert Hall
    14/06/2017

    By Robert Hall, Support Analyst, Marval
    An operational-level agreement (OLA) defines the interdependent relationships in support of a service-level agreement (or SLA).
    Put simply, it is an internal document, owned by the Service Management...

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  • Making Customer Demos an Experience to Remember

    Posted by: Jess Hill
    13/06/2017

    By Jess Hill, Application Support Analyst, Marval
    Last week I attended SITS17, the Service Desk & IT Support Show in London, as part of the Marval Team. I was there on both days, holding technical demos to visitors of our stand; presenting...

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  • What’s On The Menu? How An IT Catalogue Helps Serve Your Customers With Better Service

    Posted by: Hassan Elahi
    12/06/2017

    By Hassan Elahi, Support Analyst, Marval
    Would you go to a restaurant and order something that is not listed on the menu? Probably not. Would you use a Shopping Catalogue and try to order items that are not included in the wonderfully...

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  • A Trojan Horse: How Smart ITSM Technology Can Help Businesses In Poland Endorse Cultural Change

    Posted by: Lina Vežbickiene
    09/06/2017

    By Lina Vežbickiene, ITSM Consultant, Marval Baltic
    According to recent reports, the IT spending in Central and Eastern Europe is estimated to reach 70.58 billion dollars by 2020. Spending on Internet of Things in particular is expected to reach...

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  • Fit Together: How Team Collaboration Helps Improve Service Delivery

    Posted by: Dean Johnson
    05/06/2017

    By Dean Johnson, Support Analyst, Marval
    At the start of another day in the office (where office is a very busy, global Service Desk), I login Marval MSM to check my agenda. A list of scheduled tasks waits for me every morning, on top of any...

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  • Where There’s Will, There’s A Way

    Posted by: Greg Pritchett
    31/05/2017

    By Greg Pritchett, Managing Director, Marval
    A few days ago -following the 115th anniversary of its discovery-, we saw several online references and stories about the Antikythera mechanism; an astonishing 2000-year-old calculator which is...

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  • What Really Counts In Service Management: Find Out At SITS 17!

    Posted by: Scott Pointon
    30/05/2017

    By Scott Pointon, Digital Marketing Officer, Marval
    Your customers know best: According to an industry report, 78% of customers believe that good service depends on the Analyst’s competency. And they are right; it all comes down to...

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