Outsourcing IT Services
When outsourcing IT support services, it’s important to consider two key factors that often lead to dissatisfaction: offshore service desks and providers whose focus is primarily on technical solutions, rather than service delivery. Offshore outsourcing can negatively impact… read more
An Effective Self-Service Portal
To optimise IT self-service, it’s crucial to have a well-designed portal that’s easy to access and navigate. Around 60% of issues can be resolved through self-service, reducing the need for email and phone support. Essential features include: By… read more
IT Service Improvement Case
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ITSM Self-Service Whitepaper
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IT Service Management Guide for Remote Workforce Enablement
IT Service Management Guide: Enabling a Remote Workforce As organisations shift to a more remote workforce, the role of IT service management (ITSM) becomes even more critical. Enabling a seamless remote work environment requires the right blend of… read more
Lean IT Kaizen Helps Your Organisation Thrive
Lean IT: Driving Continuous Improvement in IT Lean IT originated from Lean manufacturing principles, particularly the Toyota Production System, and focuses on applying continuous improvement to IT services. The core concept of Kaizen, which means “change for the… read more
ITIL 4 Foundation Exam: Key Insights
The ITIL 4 Foundation Exam Planning on taking the ITIL 4 Foundation exam? Below are some key insights into the design of the course and options you might wish to consider. Taking the ITIL 4 Foundation Exam There… read more
IT Release Management
IT Release Management: Ensuring Seamless Rollouts IT Release Management plays a crucial role in managing the deployment of hardware and software in a distributed environment, ensuring minimal disruption and operational efficiency. Its primary goals include planning, overseeing rollouts,… read more
Technical Management in ITSM
Technical Management in IT Service Management (ITSM) Technical Management in ITSM refers to the departments or teams that manage an organisation’s IT infrastructure, ensuring that technical knowledge, resources, and skills are available to support the business. It plays… read more
Service Desk KPIs and Metrics: A Guide
Establish the Right ITSM Metrics for Your Team and Business ITSM metrics and KPIs are essential for aligning your service desk with both team goals and broader business objectives. Choosing the right metrics ensures operational efficiency and business… read more
