My experience of turning off email to the service desk, Lena Gaston, Affinity Water

By Scarlett Bayes, Industry Analyst, SDI In Part 1 of this blog we looked at what Enterprise Service Management (ESM) actually is, and how it can benefit a business. We previously discussed that ESM best practice and processes can be implemented throughout a business in order to improve efficiency, effectiveness, and self-service. There are many functions

by Alan Conduct, Head of Support Services at UKN Group   One significant advance for outsourcing providers and their customers has been digital transformation. Whether your company uses outsourcing for HR, accountancy, marketing or IT support, digitalisation has helped to make the outsourcing model more cost effective as well as delivering a better service too.

by Ivor Macfarlane   End users, business colleagues, consumers, customers, or whatever else you wish to call them are increasingly demanding more from the IT services and support they receive from the corporate IT department. Their personal-life, consumer-world, experiences are upping their expectations of services, support, and customer services; with these expectations continually raised by