ITSM 7 Error: Column does not Exist
This error recently occurred at a customer site when they were inserting a new record into External Contact. This can occur when the ITSM meta-data for a table is out of synch with the table structure. First ensure it is not a caching issue – Force clear cache definitions from Admin and restart IIS. If
What to do when a Database Delete happens in MSSQL
I recently had a situation where 3 database deletes happened with no one taking ownership of having done the deletes. Some important things that you should back up are: The Master database. The log folder for that instance of MSSQL. It contains some trace files (extension trc), the SQL event log files and the SQL error
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Does the ITIL® Framework Need a Facelift?
The following is an excerpt from a longer article, entitled ‘Does the ITIL Framework Need a Facelift?’ by Malcolm Fry. Malcolm believes the framework is an excellent tool, and his comments are not meant to be a criticism but an encouragement to improve. Relevance The eternal problem for the ITIL framework has always been to remain relevant mainly because
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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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
Delivering Business Value Metrics
Are you tired of creating endless reports that are barely even glanced at by your boss? Phil Gerbyshak recently joined us for a webinar and gave us some great advice on how to focus your metrics into something useful and meaningful to the business and to make sure your time and efforts are not wasted.
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
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