Back To The Future With Jason Bradbury

Harnessing The Power of Assessment – Policy & Strategy   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

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

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

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

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

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?