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Remote Working Part 4: – Collaboration Tools, Systems and Employee Business Value Metrics

Remote Working Part 4: – Collaboration Tools, Systems and Employee Business Value Metrics

In Part 3, my goal was to give you a sense of what I thought were some of the key management practices that would need to change and why. In this...
COVID-19: How is the Service Desk coping with home working?

COVID-19: How is the Service Desk coping with home working?

Last week, in the first video of this series, Nick Brailsford, from South Yorkshire Passenger Transport Executive explained the build up to the...
5 ways to make collaboration successful

5 ways to make collaboration successful

Today, as the world changes around us, literally hour-by-hour, IT is faced with enabling the greatest economic transition in world history. We face...
COVID-19: How has IT responded?

COVID-19: How has IT responded?

Last week, I wrote an article for ITSM.Tools and voiced my opinion on how COVID-19 might impact the future of ITSM. I received lots of comments about...
7 Years Later How Has Collaboration Changed Hornbill?

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...
Love me Tender

Love me Tender

Although Elvis Presley and Vera Matson were given the credit, the principal writer of “Love me tender” was Ken Darby. At the time, Elvis’ publishing...

Collaboration is essential for modern ITSM

I recently had a chat with Kaimar Karu, Head of Product Strategy and Development at AXELOS, about the importance of collaboration in ITSM. Through...
Reduce the administrative burden associated with ITSM

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...
Meet modern user expectations driven by consumer experiences

Meet modern user expectations driven by consumer experiences

As I discussed in my introduction to this series, many business applications give a user experience that is far removed from that of the apps that...
Reduce process complexity

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...
Reduce the length, complexity and cost of installation, integration, maintenance and upgrades

Reduce the length, complexity and cost of installation, integration, maintenance and upgrades

We’ve been talking about the need to simplify ITSM to meet consumer expectations and add more business value. Hornbill offers four strategies for...
Why a functionality gap prevents service desks meeting user expectations – and its impact

Why a functionality gap prevents service desks meeting user expectations – and its impact

Last time, I introduced the idea that many service desks are lagging behind user expectations and that this is usually due to their ITSM solution. I...

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