10 Steps to Self Service

Posted on Wednesday 10 January 2018.

The Changing World Of Problem Management

Posted on Tuesday 9 January 2018.

”Many organisations find root cause extremely difficult to dedicate time mainly due to firefighting and other priorities. I have worked in many industries for many years undertaking service management roles and problem management is one of the biggest cogs sometimes over looked.” – Mark Dickinson Ultimately Mark’s problem management techniques ensures that multiple technical teams

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The Service Desk Institute (SDI) appoints Mauricio Corona to its Board of Directors

Posted on Monday 8 January 2018.

The leading professional body for the IT service and support industry, the Service Desk Institute, announces the appointment of Mauricio Corona as Chief Transformation Officer. Mauricio will be responsible for building relationships and partnerships with organisations globally to roll out a portfolio of SDI products and services including Service Desk Certification, analyst research, service desk

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It’s Time To Cut Down Calls: Making Self-Service Work

Posted on Thursday 4 January 2018.

A better customer experience We have been talking to Barnardo’s Head of Service Management Mark Bassett to discover the key to their success with self-service. Firstly, we wanted to know what influenced Mark and his team to implement a self-service portal and how they prepared for the transition. “The driver for implementing self-service was to cut down the request calls which

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