Improving the Recruitment Process: Why and What Can Be Done

Written by Daniel Breston After forty years in IT, I learned I had caused anxiety and distress after a candid discussion with a service desk analyst. I was the CIO, depicted as someone who did not know the truth about what was happening or the impact of my dictates.   I confess that he was

Undeniably, it can be very challenging to predict with certainty what IT & ITSM trends we should expect every year. The industry is constantly evolving and subject to rapid changes and challenges of ever-changing market conditions.   However, looking back at the beginning of this year, we can predict some trends that will continue to

When it comes to the way we work – the future is already here. The last two years have had a lasting impact on the way we work. Ongoing changes in how we work have raised new employee expectations and transformed employees’ relationships with work. However, this is not the only thing we are facing.

By Aprill Allen, Founder and Managing Director, Knowledge Bird It is surprisingly common for small teams to use a customer service platform and have no idea that there is a knowledge base attached. I see this with several of the customers that I work with –  business owners and customer service team leaders get into

…Wales ! A growing number of organisations across Wales are developing, updating and improving their IT service offering through Service Desk Certification (SDC).  There are currently a large number of organisations based in Wales enhancing their service delivery through the SDC programme. Suggesting this small but mighty part of the world truly recognises the benefits of

Problem management is an ITSM process which aims to minimize the adverse impact of incidents and problems to the business caused by errors within the IT infrastructure, to prevent the recurrence of incidents related to these errors, and establish the root cause of incidents and initiate actions to improve or correct the situation. Generally speaking, the