IT Service Management

Best “Best Practice”

I’d like to describe to you how software products and best practice are used in the modern business world by telling you a bit about the Mongolian bow. Made from laminated layers of boiled horn, sinew and wood the Mongolian bow was the tool of war that allowed the Mongolians to create an empire that

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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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