Is Imposter Syndrome real?

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

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

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

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

By Edward Whittingham, Founder & Managing Director, The Defence Works.   I can answer the question in the title in one word: Very. But of course, anyone with any sense should ask – OK, go on prove it then. So, I will try to too. Let me leave this here before I go on to give

By Andrew Hardwick, Director of Global Service Management Office, Arcadis How to Measure ‘Customer Happiness’? When we talk about Customer Happiness, or User Satisfaction, how do we measure and report this? There are several ways that you could capture the satisfaction of your users. Some of the options are: 1. Transactional Survey – send an