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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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  • 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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