Incident management is one of the most commonly adopted practices in IT service management. This is because it formalises the highest demand a business has on its frontline IT support functions, which is ‘resolving’ things when they don’t do what a business user wants or expects them to do.
Erkka Heinola | 23.04.2019
Andrew Burrage | 17.04.2019
SITS 2019 is taking place at London Excel on 1-2 May 2019. Here is what we’re looking forward to most.
Ilkka Puikkonen | 24.01.2019
Service Integration case study
“We run a service desk tool, which my team and I use to generate tickets every day. We probably log about 100 support calls a day, but only about 20 of those of are things we can fix ourselves. The other 80 go off to third parties who either just take over the whole ticket from us till resolution, or we act as a middleman, going back and forth between our customer and the supplier. Either way, a majority of tickets end up as multiple support calls across different suppliers and...
Juha Berghäll | 15.01.2019
Most businesses think they are doing alright when it comes to software integration. Yeah sure, they are a bit rough around the edges, but who’s integrations aren’t right? Wrong!
Ilkka Puikkonen | 04.12.2018
Yes. Of course you can!
Juha Berghäll | 06.11.2018
“What!? Employee experience is an IT thing?...
Juha Berghäll | 30.10.2018
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.
Ilkka Puikkonen | 16.10.2018
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...
Tiina Eronen | 27.03.2017
Whether you are living the SIAM dream already or just researching whether it is the right approach for you, the needs and future of the service desk will very likely be the front of your mind.
Juha Berghäll | 06.06.2016
We have become very used to managing services and support staff and our own IT environments, which often means the idea of adding greater complexity through the use of more suppliers can seem daunting. So beyond the cost, why is it useful and how can you actually use the introduction of more suppliers as an advantage?