“It’s not secure. Compliance concerns are too great to risk. We must be in control. Isn’t there an unacceptable risk of downtime? What happens as we grow – will the solution scale and perform acceptably? In the long term isn’t it more expensive than simply purchasing...
Reporting in the ITSM world can be a bit hit-or-miss but is hugely important – one of the key concerns raised once again in the 2019 ‘SDI View from the Frontline report’. There’s so much data to work from, and so many people to inform, that quite...
When your company mantra is ‘Service Excellence’, and awards adorn the organisation from the CEO down, any team can become frustrated if circumstances mean they are offering anything less. Faced with an outsourced IT Service Desk, which was a cause of dissatisfaction...
The SDI ran a one day workshop recently on the topic of ‘future-proofing’ the service desk. It’s a wide-ranging subject but an important one in developing successful long-term business services. Here are some of the ideas we heard. The over-arching theme of the day...
Once again, the SDI survey on ITSM software tools has been returned and once again there’s both a pat on the back and a shot across the bows for the ITSM software vendors. Many customers are happy with the tools they use, their capabilities and the service they...
Choosing ITIL service desk software can be a real headache. Just take a look through a few vendor websites. They all seem to say the same things, offer the same features, and promise the same high levels of customer service… so how do you tell which is right for your...
Housing Associations exist in one of those hybrid worlds, working within the challenging budgets of the not-for-profit organisation but faced with the demands of technology-dependent colleagues and often the organisation’s customers, partners and tenants. I’ve been...
Let’s be honest, the IT world is never short of acronyms. And unfortunately, while they can be useful, acronyms also bring with them an inevitable degree of confusion. The trouble is, once you’ve sat through a few meetings listening to people throw around terms like...
Business technology is moving at an unprecedented rate. At the same time, IT infrastructure has become essential to the daily operations of nearly every business on the planet. And, of course, those of us in the IT service management world are expected to keep pace....
