Myra Fulton Announced as Inspirational Leader of the Year Finalist

Posted on Sunday 25 February 2018.

Myra Fulton, Director of Engineering at Skyscanner answers our questions ahead of the IT Service and Support Awards after being announced as a Inspirational Leader of the Year finalist.   What made you decide to enter the awards?  I am very passionate about the work that all IT Support teams do and the impact they

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Developing the Customer Experience

Posted on Wednesday 21 February 2018.

This is part 8 in the Naked Service Desk Series. 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 which are key for providing brilliant service. Of the 10 steps, step 7 focuses on developing and documenting the customer experience. Customer

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Will Customer Experience begin the demise of SLAs?

Posted on Friday 16 February 2018.

by Scarlett Bayes, Industry Analyst, SDI   Will Customer Experience begin the demise of SLAs? SDI research shows that customer satisfaction and the customer experience is becoming increasingly relevant with the industry, which has led to the hypothesis that Experience Level Agreements (XLA) will become more commonplace in the near future. Similar to the Service Level

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The NOC Is Always Ready To Fight The Last War

Posted on Thursday 15 February 2018.

By Dominic Wellington, Director of Marketing, EMEA at Moogsoft Inc   It’s important to learn from experience, but focusing too much on the past can blind you to the future. AIOps offers the promise of real-time insights to help experts work more efficiently and solve problems faster.   It is said that armies are always

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JLL Win the Highly Commended Award For Transformation & Improvement

Posted on Wednesday 14 February 2018.

JLL have picked up the Highly Commended Award For Transformation & Improvement ahead of the IT Service and Support Awards 2018. JLL’s service desk team have taken the time to answer some questions on how they have evolved over the years and their exciting plans for the future!   What made you decide to enter the

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Top Tips and Awards Talk from Sky Betting and Gaming- Best Medium Service Desk Finalists

Posted on Wednesday 14 February 2018.

The Service Desk Team at Sky Betting and Gaming are ‘Best Medium Service Desk’ finalists. They have answered some questions for us ahead of the IT Service and Support Awards 2018 in March!   What made you decide to enter the awards? Over the last 3 years our Service Desk has gone through a major

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