How can DevOps thinking impact the service desk? 

Posted on Monday 30 April 2018.

by Scarlett Bayes, Industry Analyst, SDI This blog will not focus on how DevOps in its truest form will impact the service desk directly, but more on how the culture and mentality of continuous delivery, collaboration and communication, and leveraging automation can benefit the service desk in terms of shortening time to resolution and fulfilment. DevOps is more than a new way

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Naked Service Desk 11- Final part in the series!

Posted on Wednesday 25 April 2018.

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 key for providing brilliant service. Step 10 forms part 11 and is the finale in the series; celebrating success! Part 11 in The Naked Service Desk Series is the Reward and Recognition

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What do tanks have to do with ITSM?

Posted on Thursday 19 April 2018.

by Scarlett Bayes, Industry Analyst, SDI   Yes, you read that right; what do tanks have to do with ITSM? Specifically, this blog will focus on what they have to do with automation in ITSM. NATO tanks have 4 crew members; a driver, a gunner, a loader, and a commander. Russian tanks, on the other

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ITSM Tools – It’s Not Me It’s You!

Posted on Tuesday 17 April 2018.

Sally Bogg, winner of Business Role Model of the Year in the 2018 Women in IT Awards, offers her insights on breaking the cycle of ITSM tool frustration. Head of end-user services at Leeds Beckett University, Sally is Chair of the  UCISA’s Support Services Group and holds the award for Inspirational Leader 2017 and was on

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People (finally) Take IT Centre Stage

Posted on Friday 13 April 2018.

At #SDI18, James West of SITS Insight was reminded why people are so instrumental to IT success. Here are his highlights and thoughts on why the gospel of SDI is starting to change attitudes: For IT services to be successful, they must combine three elements: people/process/technology. But while the importance of this triumvirate is an

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Ladies in Legal IT, by Becky Patterson, Tikit

Posted on Tuesday 10 April 2018.

Ladies in Legal IT, by Becky Patterson, Tikit When I joined Tikit (or Avenue Legal Systems as it was then) the Support team was dominated by male employees.  At the time, IT Support was largely a male orientated industry with very few females.   Looking back, the females that were employed by my company tended to

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