As a Managed Service Provider (MSP), whenever you take on a new customer you will need to forge some conversation and expectation around how support requests will be created and managed. For some MSP’s this is a pretty straight forward process and the customers just go along with whatever system you have in place.
Sanna Haapio | 06.08.2019
Erkka Heinola | 24.07.2019
Service Desks have been implementing and leveraging software integrations for a long time, but the landscape of how these integrations work and create meaningful value for businesses has changed a lot. However, some service desks are keeping up with the times and others are not. Because of this, service desks are now experiencing a broad mix of positive and negative impacts on the way they work, simply due to how their integrations are managed.
Janne Kärkkäinen | 16.04.2019
Okay, big news. ITIL 4 has hit the market and there is a huge amount of positivity and buzz around it. And it some areas; it is genuinely new, innovative and different to what we have seen from the ITIL framework in the past. A lot of the language has been changed to better reflect the way modern businesses think and talk. And, although many of the familiar processes (now called practices) remain, the operating system ITIL is now built on has had a total rethink.
Ilkka Puikkonen | 29.03.2019
ONEiO Unplugged: Why IT and Finance fall out, with Juha Berghäll
12 Pros who made 2018 a great year for ITSM
Ilkka Puikkonen | 21.12.2018
Press release 20.12.2018
Ilkka Puikkonen | 04.12.2018
Yes. Of course you can!
I must be getting older, as the years just seem to get shorter! But here I am, once again reflecting on a year of fascinating developments in the marketplace, making my speculations on what is next to come. ITIL 4™ (not sure where the Trademark goes yet!) is a big one on the horizon, which depending on which camp you’re in could change the game, or float on by without notice! But, there are also some big tech and consumer type trends, which I don’t believe we can afford to ignore. So here it is, my top five for...
Ilkka Puikkonen | 22.11.2018
If you have ever led a software integration project, you’ll know it’s no walk in the park. You will also know that it is not as simple as just pointing one API at another and waiting for ‘the magic’ to happen!
Service Integration Horror Stories (Part 2) – “Three Questions to ask yourself soon rather than later”
Ilkka Puikkonen | 20.11.2018
Earlier in the year we wrote three horror stories about Service Integration projects going wrong… there were (a little) fictional, but all based on things we have seen in real-life during our careers. In case you missed the blog you can read it here.