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Collaboration

7 Years Later How Has Collaboration Changed Hornbill?

The year was 2012 and at Hornbill, collaborating was pilling into a meeting room with remote workers dialled on a conference phone and knowledge sharing was an internal Wiki server. This was all about to change as first post was made to a new...


Reduce the administrative burden associated with ITSM

on administration, and there are a number of things to look for in your new solution. • No more upgrades. The process of upgrading shouldn’t require significant time, effort or resource – nor should you need to schedule upgrades well in advance,...


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. I’d like to focus this time on ITSM processes. Excessive process complexity can make the task of delivering service...


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. By following the steps I’ve outlined in earlier posts, you can create a collaborative environment that delivers cost-effective...


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...


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. Not only...


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. Adopting the “stop, look and listen” approach to BYOD that I...


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. In the past, the IT support team just needed to master a relatively simple...


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...


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 different results, but the evidence for a BYOD invasion is all around us: tablets and smartphones,...