Posts about Collaboration (3)

Why collaborative IT support – and how?

In this new series of blogs I’d like to introduce you to a recent Aberdeen Group report, Building the Connected IT Service Organization by Jim...

Peer-to-peer support: the impact on the ITSM function

As I’ve argued in this blog series, peer-to-peer support is potentially an extremely valuable aspect of today’s ITSM. In particular it’s a useful...

Business benefits of peer-to-peer support

In my last post, I discussed how peer-to-peer support, like self-service, fits in with the expectations and preferences that carry over from our...

ITSM must evolve in line with consumer expectations

In connection with our new Smart Guide on Harnessing the Power of Peer-to-Peer Support, I’ve been blogging about the case for getting users to help...

Peer-to-peer support in practice: a sample scenario

Last time I introduced our new Smart Guide, Harnessing the Power of Peer-to-Peer Support, designed to help ITSM teams achieve greater efficiencies...

Introducing our new smart guide to peer-to-peer support

I’m delighted to introduce our latest Smart Guide on Harnessing the Power of Peer-to-Peer Support, which is designed to help you deliver more...

Evolving Your Service Desk: summing up

In this short series of blogs, I’ve been pondering issues discussed in more detail – with practical suggestions – in Evolving Your Service Desk, a...

Hiring the right staff – and keeping them

I’ve been posting here about some of the issues addressed by the new report we’ve published with the Service Desk Institute (SDI), Evolving Your...

Making the most of the knowledge available

In this series of blog posts, inspired by the new report we’ve published with the Service Desk Institute (SDI), I’ve been talking about why and how...

Turning shadow IT into an advantage

In my last blog post, I told you about Evolving the Service Desk, a new report that we’ve prepared jointly with the Service Desk Institute (SDI)....

Why evolve your service desk?

I’m excited to announce the publication of a new report called Evolving the Service Desk, which we’ve prepared jointly with the Service Desk...

The next generation of IT Service Management

The next generation of IT Service Management Traditional ITSM best practice frameworks have served us well, providing sound advice and guidance on...

Subscribe to our Blog

Stay up to date with the latest news on Enterprise Service Management and collaboration

We care about the protection of your data. Read our Privacy Policy.

Thanks for Subscribing to our Blog.