Preparing for the Service Desk of the Future

Posted on Monday 10 February 2020.

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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Is Imposter Syndrome real?

Posted on Monday 27 January 2020.

Gillian Jones-Williams, Managing Director, Emerge Consultancy. Gillian Jones-Williams is Managing Director of Emerge Consultancy Limited which she founded over 25 years ago.  She is also an author, motivational speaker, Master Accredited Coach and founder of the trademarked Women’s Development Programme RISE which she delivers in the UK and the Middle East.  Is Imposter Syndrome real?

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SDI’s Service Desk Analyst Training – A Trainer’s View

Posted on Wednesday 22 January 2020.

By Lynne Nash, SDI Trainer, Auditor and Consultant I have been in the IT support industry since the early days of help desks. There were no best practice models and frameworks and no dedicated tools and technologies, we were pretty much making things up as we went along and finding out what worked through trial

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Harness The Power Series: Leadership

Posted on Wednesday 22 January 2020.

Harnessing The Power of Assessment – Leadership   Harness the Power is a blog series written by ITSM experts and authors. The series will focus on the 9 concepts of best practice within a top performing IT service operation and explain how the Service Desk Assessment in particular, as a powerful transformation enabler will guide

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TEN QUESTIONS TO ASK A STORYTELLER

Posted on Wednesday 22 January 2020.

By Vikki Kirby, Chief Storyteller at Vibrato Consulting© Recently, a communications consultant told me how the big four consultancy company leading her organisation’s transformation chose to bring in their own storyteller to identify and manage core purpose messaging. She was frustrated that she then had to re-write what he came up with. She isn’t the

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Taking your Team – and the Business – With You

Posted on Monday 13 January 2020.

Kerry Angel, Service Delivery Manager, Macfarlanes Regardless of the industry you’re in, our clients are demanding, right? But does that mean that the service desk is always wrong when things don’t go according to plan? Constant battering of the service desk’s reputation is bad for moral internally and adds to the bad reputation externally. So

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