DevOps’ Place in ITSM At the core of DevOps philosophy is its 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 of working; it would bring a complete change in culture to the traditional landscape ofContinue reading “DevOps in ITSM: Report”
Resource Type Archives
Wellbeing at Work: Report
Emotional wellbeing at work has become a hot topic across all industries in recent years, with the publicity garnered helping to raise awareness of mental health and wellbeing as a serious issue. Many people spend more time at work than anywhere else, so it’s important that organisations play their part in supporting positive wellbeing. Many successful, forward-thinking organisations will haveContinue reading “Wellbeing at Work: Report”
An Overview of a Business Case
For many organisations, producing a business case and securing executive approval is the only way of obtaining the funding required to initiate a project, however it should also be viewed as a valuable tool to ensure senior-level commitment and buy-in to the goals you are looking to achieve… ⚡ In this member report, we explored: ✅ Why a business caseContinue reading “An Overview of a Business Case”
Management Reports: Metrics for the Service Desk
This is part 9 in the Naked Service Desk Series The original Naked Service Desk Blog explores the concept of stripping the service desk to its basic components and identifies the top 10 steps for providing brilliant service. Of the ten steps, step 8 focuses on producing regular management reports demonstrating KPIs against targets. In this report we explored the metricsContinue reading “Management Reports: Metrics for the Service Desk”
Creating a Knowledge Sharing Culture and Integrating Knowledge Bases
Download this member report, which explores Creating a Knowledge Culture and Integrating Knowledge Bases With tools and technology which monitor and collect system and operational data from networks and infrastructures, IT departments have the opportunity to learn more about their organisations’ performance and productivity than ever before. However, this data is of little use unless it can be processed intoContinue reading “Creating a Knowledge Sharing Culture and Integrating Knowledge Bases”
Download Your Free Service Level Agreement Template
Get your hands on our free SLA template! In order to demonstrate continual service excellence, service desks need to formally document business requirements in a service level agreement (SLA.) Because SLAs are so important to a successful service, we have produced this free template as a guide to creating an effective SLA. In this template, we give you examples ofContinue reading “Download Your Free Service Level Agreement Template”
The Role of The Service Desk in IT Security
IT security depends on a balance of protocols around people, processes, and technology. Service desk agents, like everyone else in an organisation, need to know what security policies apply to them, and need to take responsibility for following these policies in order to set an example for others. IT security depends on a balance of protocols around people, processes, andContinue reading “The Role of The Service Desk in IT Security”
An Introduction To Change Management
What is change management? 💡 Change management is a necessary part of any IT support function, as over time, aspects of infrastructure and technologies require updating or replacing, and IT needs to introduce new solutions to meet business demands. With the development of industry-disrupting technologies, organisations are transforming at an increasing pace. Furthermore, with the influence of DevOps, agile, andContinue reading “An Introduction To Change Management”