What is it? In its simplest form, a helpdesk is a group of people assigned to assist customers in solving their problems. ...
Year: 2015
A very important point to remember at all times is that you need to have a more aggressive Internal SLA...
Diagram of a matrix organisation (Photo credit: Wikipedia)With large projects having all the required resources to hand is sometimes a...
DMAICThere is a great quote somewhere that goes something like - "If you cannot measure it, you cannot manage it!"...
OK, to start with it's not a desk that helps people! A help desk is a team of individuals (generally...
Jobs, Jobs, JobsI’ve mentioned LinkedIn a couple of times now (Using LinkedIn to Find a Job, Using LinkedIn Effectively) and...
As a manager, it is a key requirement to ensure that your team is appropriately trained on the minutiae of...
Continuing our discussion about ITIL Service Strategy, lets start talking about Sourcing. Sourcing is about analysing how to most effectively...
The Service Portfolio describes the commitments and investments made by a service provider to its customers across all market spaces....
In a similar fashion to interviewing and hiring people - the hardest and most expensive exercise is getting the right...
What is MindMapping?Stated simply, mindmapping is a technique that uses graphics and text tied together in an effort to increase...
Service Provider Types Although most aspects of service management apply for all types, it is important to differentiate between them. The...