How can DevOps thinking impact the service desk? 

The original Naked Service Desk Blog explores the concept of stripping back the service desk to its basic components and identifies the top 10 steps key for providing brilliant service. Step 10 forms part 11 and is the finale in the series; celebrating success! Part 11 in The Naked Service Desk Series is the Reward and Recognition

by Scarlett Bayes, Industry Analyst, SDI   Yes, you read that right; what do tanks have to do with ITSM? Specifically, this blog will focus on what they have to do with automation in ITSM. NATO tanks have 4 crew members; a driver, a gunner, a loader, and a commander. Russian tanks, on the other

Sally Bogg, winner of Business Role Model of the Year in the 2018 Women in IT Awards, offers her insights on breaking the cycle of ITSM tool frustration. Head of end-user services at Leeds Beckett University, Sally is Chair of the  UCISA’s Support Services Group and holds the award for Inspirational Leader 2017 and was on

At #SDI18, James West of SITS Insight was reminded why people are so instrumental to IT success. Here are his highlights and thoughts on why the gospel of SDI is starting to change attitudes: For IT services to be successful, they must combine three elements: people/process/technology. But while the importance of this triumvirate is an

Ladies in Legal IT, by Becky Patterson, Tikit When I joined Tikit (or Avenue Legal Systems as it was then) the Support team was dominated by male employees.  At the time, IT Support was largely a male orientated industry with very few females.   Looking back, the females that were employed by my company tended to

Written by Alan Conduct, Head of Support Services at UKN Group   IT service desks should have an on-going positive impact on companies they serve. Whether your service desk is in-house or outsourced, your organisation should notice consistent operational improvements as a consequence of the work your service desk undertakes. Service desks can operate in two ways: proactive or reactive. Proactive