• DEMO
  • Reduce the administrative burden associated with ITSM

    In this final blog of my series I’d like to put forward another strategy for simplifying ITSM – this time in the area of admin...


    Reduce process complexity

    In this blog series we’re looking at strategies for simplifying IT to better meet user expectations and add more business value...


    BYOD step 6: embrace the opportunity to transform ITSM

    Service desk teams are under intense pressure to get BYOD right. If they succeed, the benefits will be far-reaching...


    BYOD step 5: self-service and collaboration

    My last blog post discussed the fact that business can avoid the need for the service desk team to have detailed knowledge of every device, environment and app by encouraging staff, including users, to pool their individual knowledge in collaborative spaces – for example shared online workspaces...


    BYOD step 4: use existing knowledge and resources

    Mobile technologies have proliferated to the point where it’s impossible for any service desk team to know every detail about every smartphone and tablet, the various operating systems that power them, and the applications that run on them...


    BYOD step 3: define what you support

    ITSM, for better or worse, has largely been about creating an absolute structure for managing business services: if action X takes place, process Y kicks in and leads to conclusion Z...


    BYOD step 2: stop, look and listen

    BYOD is a source of fear for many organizations, not least because it seems to threaten the service desk with a support burden that’s of unknown size, and potentially huge...


    BYOD Step 1: Acceptance

    IS BYOD the scourge of the service desk, or could it become the saviour? If we look at how service desks have evolved over the years, surely this is just the next logical step? The reason why BYOD causes such a dilemma for service desks is that for so long, IT has sought to standardise as much a...


    Fear of the BYOD invasion

    A study from Hornbill suggests 40% of the working population are already using unauthorized technology for work purposes...


    Collaboration tools: an integrated, unified approach is the way to go

    There is now plenty of research to support the business value of collaboration – particularly in terms of productivity and performance improvements...

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    Latest Posts

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