Leading the service desk during a complex service integration projects and implementations comes with a wide range of unique challenges. You are very much the single most important interface between the strategic layer of the work and the day-to-day delivery. You will have people asking for your attention from multiple directions, above, below and from the customer base too. So being flexible and acutely aware of what is going on around you, is vital to your success.
Juha Berghäll | 30.10.2018
Ilkka Puikkonen | 23.10.2018
ITSM and enterprise IT is fundamentally enabled by its ability to change. The rate of change in business is rapidly increasing in order to enable competitivity in the new-era of digital products and services. More than this, IT is increasingly expected to be at the heart of each and every big change a business makes. So not only do business leaders need to get to grips with modern approaches to agility and change, but IT leaders need to be one step ahead of them in order to be best prepared to discuss, design...
How SIAM Changes the Role of IT in Your Business?
You may have heard the term ‘service desk brokers’ thrown around a bit in the last few years, particularly at big events or in industry publications. The premise of a service desk broker, rather than a service desk analyst or technician is quite simple. A traditional analyst/techy role is an expert in solving problems around specific platforms or technologies. A broker role is introduced when the number of technologies and third parties used grows and you...
Juha Berghäll | 09.10.2018
It is an undoubted and obvious truth that Agile has grown in popularity over the last decade, much to the point where many agile principles are now embedded into the norms of project management. However, many businesses are still failing to apply this into their service integration projects. I know this because I have worked across countless ITSM, SIAM and Service Integration projects over the years, and still in 2018, I can see the same people and the same teams using modern ways of thinking for their IT and...
Ilkka Puikkonen | 08.10.2018
Welcome to this easy to follow guide on getting the most from your outsourced and managed IT functions. Many IT leaders are moving more and more of their IT processes out of the internal focus of their teams and into the hands of experienced and reliable managed service providers. This method of managing corporate IT comes with two very distinct advantages:
1. Managed Services are consistent and reliable
Staff turnover, absence or training is no longer a concern for those services, which is particularly...
Juha Berghäll | 24.09.2018
Despite being a technology led business, with a killer SaaS solution at the heart of what we do, the art of managing technical people is pretty much what I spend a majority of my time doing, when I’m working with other IT leaders. Recently I have been using this time to reflect on what has worked well, when I am trying to empower IT teams to deliver great services. Read more about integrated IT service management
Juha Berghäll | 13.09.2018
I have worked in IT for over 20 years and have seen businesses big and small struggle through issues with software and service integrations. The smaller and agile businesses have now found innovative new ways of cutting through this complexity. However, big businesses and enterprises are still spending too much time and money on manually integrating tools, outsourcing the development of coded API connections and relying on channels such as email and phone to update service information across tools and...
Juha Berghäll | 03.08.2018
One of the biggest worries around launching new self-services capabilities is adoption. It is a well-found worry too, because so many IT teams of the past have failed to see their customers adopt self-service!
Tiina Eronen | 03.07.2018
At Service-Flow, we’ve been working on integration projects for a long time! And from the dreamy ‘couldn’t have gone better’ projects to the absolute chaotic nightmares, we have pretty much seen it all.