The Essence of Enterprise Service Management (a snippet)….

Is your service desk knowledge strategy robust enough? With a plethora of tools and technologies to monitor and collect system and operational data from networks and infrastructures, IT departments now have the opportunity to know more about their organisations’ performance and productivity than ever before. As a key process for IT support functions, a robust

CX: Delivering Happiness The ‘CX: Delivering Happiness’ Series is all about the shift in the ITSM industry which is beginning to steer the focus away from traditional metrics and towards recognising the significance of the customer experience.  It will focus on everything from the ‘why’ and ‘how’ to measure CX, what affect it will have

CX: Delivering Happiness The ‘CX: Delivering Happiness’ Series is all about the shift in the ITSM industry which is beginning to steer the focus away from traditional metrics and towards recognising the significance of the customer experience.  It will focus on everything from the ‘why’ and ‘how’ to measure CX, what affect it will have

By Karyn Wilkins (FIRP) Director, Avocet Strategic Resourcing,  SDI Associate. With the world thrown into a time of uncertainty, the only thing we can be sure of is that moving- forward things will change. This is especially true when recruiting, as the world of work is being reshaped by home working and social distancing, so

Universities (both staff and students) are not having an easy time at the moment. Successfully navigating everybody through a global pandemic isn’t something anyone has ample experience in (yes, it’s… ‘unprecedented!’) One reliable and constant service that Universities are able to offer and even improve upon during this time is their IT support service experience.

World Mental Health Day 2020 is the most important one yet. Mental health problems can affect anyone, any day of the year, but 10 October is a great day to show your support for better mental health and start looking after your own wellbeing. The months of lockdown and loss have had a huge impact