THE HELPDESK

What is it? In its simplest form, a helpdesk is a group of people assigned to assist customers…

INTERNAL AND EXTERNAL SLA’S

A very important point to remember at all times is that you need to have a…

MATRIX MANAGEMENT AND PROJECTS

Diagram of a matrix organisation (Photo credit: Wikipedia) With large projects having all the required resources…

KPIs AND THE IMPORTANCE OF MEASUREMENT

DMAIC There is a great quote somewhere that goes something like – “If you cannot measure…

WHAT IS A HELPDESK?

OK, to start with it’s not a desk that helps people! A help desk is a…

Using LinkedIn

Jobs, Jobs, Jobs I’ve mentioned LinkedIn a couple of times now (Using LinkedIn to Find a…

MANAGEMENT TRAINING AND SELF IMPROVEMENT

As a manager, it is a key requirement to ensure that your team is appropriately trained…

TO SOURCE, OR OUTSOURCE … THAT IS THE QUESTION!

Continuing our discussion about ITIL Service Strategy, lets start talking about Sourcing.  Sourcing is about analysing…

SERVICE PORTFOLIO MANAGEMENT

The Service Portfolio describes the commitments and investments made by a service provider to its customers…

8 RULES OF GOOD CUSTOMER SERVICE & 8 STEPS TO DEFINE A SERVICE

In a similar fashion to interviewing and hiring people – the hardest and most expensive exercise…

MINDMAPPING – DESCRIPTION & TOOLS

What is MindMapping? Stated simply, mindmapping is a technique that uses graphics and text tied together…

TYPE I, II AND III PROVIDERS

Service Provider Types  Although most aspects of service management apply for all types, it is important…