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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...

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...

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...

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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...

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Fear of the BYOD invasion

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

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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Don’t let your business become a tower of Babel

Companies of all sizes are finding they need to work globally. Large enterprises will by necessity cover a number of territories, each with its own...

What does “social” technology have to teach ITSM?

It’s a truism that “millennials” have grown up with social media – and many older employees also spend an increasing proportion of their leisure...

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