Recent Articles

• Operational Model for IT Support NEW

A single end-to-end framework for designing and running IT support, dealing with everything from users and services to financing and staffing. Huge potential here

• That Was ITIL, That Was
  Has ITIL peaked? And what are the consequences?
• The Real Meaning of 'Best' Service
  Good processes - useful but not usually the best route to excellence
• As Cool as Rock and Roll
  Staying bright in a dull industry
• Resistance is Futile - You Will Be Assimilated
  Standards Compliance - by deliberate design or desperate default?  
• Save Our Second Line
  Service centralisation and deskilling damages second line morale - how can we save such an important resource?
• The Man Who Wasn't There
  How do you cost justify absent staff?
• The Decline of Customer Service
  Excerpt from 'Managing the IT Services Process' - the rules of the market have changed
• Out-of-Hours Service Need - Fact or Fad?
  Judging between a genuine need and a service demand