Presented by Allan Stear, Senior Trainer and Consultant, Marval Group. Learn how to sell yourself to the business and instil organisational, stakeholder and customer confidence. Key Learnings: What are essential metrics and classifications you need … [Read more...] about IT Service Management Reporting
Blog
Defining IT Services: Two Approaches
Written by Graham Furnis Defining IT Services is central to any IT Service Management (ITSM) approach to managing IT. I always find a lot of interest in this subject when I discuss it; and I also find that organizations are constantly challenged … [Read more...] about Defining IT Services: Two Approaches
Webinar: Asset Velocity: Accelerate The Learning Curve For Your Support Team
Today's support environments are more complex than ever. Some support organizations are supporting several hundred applications and systems. So how do managers and trainers get support resources up to speed more efficiently? It all begins with Asset … [Read more...] about Webinar: Asset Velocity: Accelerate The Learning Curve For Your Support Team
Defining IT Services: An Overview
Written by Graham Furnis Defining IT Services is central to any IT Service Management (ITSM) approach to managing IT. I always find a lot of interest in this subject when I discuss it; and I also find that organizations are constantly challenged … [Read more...] about Defining IT Services: An Overview
Making Your Service Catalog Actionable
Written by Graham Furnis This article continues from "Now on Centre Stage: the Service Catalog". In this writing I want to discuss the Service Catalog and how to make it more actionable as opposed to static. To be of use and value, the Service … [Read more...] about Making Your Service Catalog Actionable
ITIL V3 IT Strategy. Learn The Nuts & Bolts to Approaching the Process
Presented by John Towsley, Co-Founder of Thought Rock John Towsley, Co-Founder of Thought Rock, examines case studies where companies have successfully implemented ITIL v3 in their IT Strategy. This presentation drills down to the basics of how to … [Read more...] about ITIL V3 IT Strategy. Learn The Nuts & Bolts to Approaching the Process
Webinar: Make Service Desk Measurement Relevant to Senior Management
Presented by Charles Cyna, President ThinkITSM Corp. Learn how to build your CIO an Executive Scorecard that demonstrates Service Desk value, raises your profile and demonstrates Service Improvement. Key Learnings: The Service Desk has changed how … [Read more...] about Webinar: Make Service Desk Measurement Relevant to Senior Management
Now on Centre Stage: The Service Catalog
Written by Graham Furnis IT operations of many local and global organizations face continual cost pressures in combination with demands for new services and improved service levels. Sounds daunting! This challenge has led more and more executives … [Read more...] about Now on Centre Stage: The Service Catalog
Webcast: Top of the Pyramid: Defining IT Services
Presented by Graham Furnis, Senior Consultant at Thought Rock. This presentation explores IT Services and how they can be defined. Key Learning Nuggets: Define an IT Service Understand the structure of an IT Service Understand the relationships of … [Read more...] about Webcast: Top of the Pyramid: Defining IT Services
Webcast: The Millennials Are Coming. Is Your Help Desk Ready to Support Them?
Presented by: Robert Minnaugh, Director of Product Marketing, Bomgar The Millennial Generation (those born after 1980) is rapidly entering the workforce. Bigger than the Boomer Generation, Millennials have grown up in a world of always-on technology … [Read more...] about Webcast: The Millennials Are Coming. Is Your Help Desk Ready to Support Them?