7 Steps to Continual Service Improvement (CSI) Success

7 Steps to Continual Service Improvement (CSI) Success

No matter the size or maturity of your service desk, every service desk manager questions how to implement continual service improvement (CSI) and make it meaningful. Implementing CSI successfully can be hard enough; implementing it according to Pink Elephant-certification, best-practice standards is a demanding and often overwhelming process. Thankfully, Dave Jones’—of Pink Elephant—recently discussed CSI in

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Model T car / it service desk

Building Innovation into your IT Service Desk. Does this depend on your tool or your team?

Innovation is a slippery thing. Take some of the well-known quotes about innovation. When asked about the idea behind the Model T car, Henry Ford is quoted as saying, “If I had asked people what they wanted, they would have said faster horses”. Ralph Waldo Emerson is also attributed with the aphorism, “Build a better

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2014 Gartner Magic Quadrant

2014 Gartner Magic Quadrant

IT service support management (ITSSM) tools extend the capabilities of IT service desk tools by providing modules that automate configuration and release governance processes, and provide a business view of IT services. These capabilities enable the IT support organisation to manage incidents, problems, changes and service requests throughout their life cycles at a more efficient

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Job satisfaction

Job Opportunity

Job Opportunity – Technical Services Consultant Job Description Are you passionate about Service? Does implementing detailed processes and developing them with the client excite you? Our business provides all of the above, at high service levels, every day. We are seeking a technical consultant that will enhance and develop our client service desk and call

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Forrester Overview SaaS IT Service Management Tools

Forrester Overview SaaS IT Service Management Tools

EXECUTIVE SUMMARY IT service management (ITSM) software-as-a-service (SaaS) solutions have been widely adopted by IT infrastructure and operations (I&O) organisations around the globe to help deliver technology services more efficiently and effectively. This updated market overview offers: 1) details on the ITSM SaaS market players; 2) guidance on both the key ITSM functional and SaaS-specific

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