Harness The Power Series: Policy & Strategy

Posted on Monday 17 February 2020.

A Life by Design Rather than by Accident

Posted on Monday 17 February 2020.

By Gillian Jones-Williams   So, where are you? I don’t mean physically where are you, I mean where are you in your life? Are you where you expected to be, or was this never in the plan? It’s amazing how many women I speak to who are surprised at where their career has led them

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The Metrics Hierarchy in IT Service & Support 

Posted on Monday 17 February 2020.

by Jeff Rumburg, MetricNet   The Metrics Hierarchy – Your Guide To Getting Started   Today’s service and support technologies make it easy to capture copious amounts of performance data.  Most IT service desk managers can tell you everything from last month’s ticket volume to yesterday’s average handle time.  But despite all the data that service desk managers have

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Preparing for the Service Desk of the Future

Posted on Monday 10 February 2020.

Scarlett Bayes, Senior Research Analyst, The Service Desk Institute.  Technology is omni-present, both in our work lives and our personal lives. Some would say we’re in the midst of the fourth industrial revolution, and technology is evolving and developing every day. With 65% of service desk professionals believing they’ll use more Chatbot and Virtual Agent

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Leadership Skills for the 4th Industrial Revolution

Posted on Thursday 6 February 2020.

Jean-Christophe Trentinella, Consultant, Mindful Onwards  In preparation for the Fourth Industrial Revolution, the World Economic Forum published a report in 2018 titled “The Future of Jobs: Employment, Skills and Workforce Strategy for the Fourth Industrial Revolution.” Drafted as a call to action to help governments, businesses, and individuals adapt their skillset for the future, the

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