By Lana Yakimoff, Principal Consultant, ITSM Consulting Services Pty Ltd. Service Management has been around for many years, most of us work within the ITSM industry delivering value and some form of service. Looking back over the years IT has evolved; from ad-hoc 80’s IT shop, to adopting ITIL Framework originating from the UK Government and
Is your service desk knowledge strategy robust enough? With a plethora of tools and technologies to monitor and collect system and operational data from networks and infrastructures, IT departments now have the opportunity to know more about their organisations’ performance and productivity than ever before. As a key process for IT support functions, a robust
By Karyn Wilkins (FIRP) Director, Avocet Strategic Resourcing, SDI Associate. With the world thrown into a time of uncertainty, the only thing we can be sure of is that moving- forward things will change. This is especially true when recruiting, as the world of work is being reshaped by home working and social distancing, so
Universities (both staff and students) are not having an easy time at the moment. Successfully navigating everybody through a global pandemic isn’t something anyone has ample experience in (yes, it’s… ‘unprecedented!’) One reliable and constant service that Universities are able to offer and even improve upon during this time is their IT support service experience.
Whether you believe we are standing on the brink of the fourth industrial revolution, or are very much already amongst it, most will agree that technology is enabling us to fundamentally alter the way we live, work, and relate to one another. You may also believe that this means the ITSM industry has a duty