What is Scrum?
Scrum is the most widely used Agile framework in the world. According to the 13th Annual State of Agile survey, 72% of companies prefer Scrum, with 54% using it exclusively and 18% combining it with other frameworks like… read more
The IT Service Desk: Key Steps for Setup
Setting up an IT Service Desk can be challenging, but with the right approach, it can greatly improve customer satisfaction and IT efficiency. Below are the essential steps to follow for a successful service desk setup. People: Staffing… read more
Creative Problem Solvers’ Guide to the IT Help Desk
While IT may seem like a profession centred on the hard science of computing, it’s far from dry or intimidating. Beyond understanding how computers and networks function, IT professionals – especially help desk technicians and technical support specialists… read more
IT Asset Management: Why It’s Important to Ask ‘Why?’
Leadership expert Simon Sinek once said, “People don’t buy what you do, they buy why you do it”. In his TED Talk, ‘How Great Leaders Inspire Action’, he introduced the Golden Circle, a concept that encourages organisations to… read more
ITSM Trends 2021 and Beyond: The Future of IT Service Management
In this legacy article we look at ITSM trends that were prevalent in 2021. As IT service management (ITSM) embraces new technologies, many organisations still lack the high-level capabilities needed to match their ambitions. In response, Freshworks partnered… read more
Digital Transformation – Supporting Change
Digital transformation isn’t just an IT task, it’s a leadership-driven, organisation-wide initiative. While top technologies perform as designed, transformation fails when employees don’t embrace them, typically due to leadership gaps. Successful transformation requires transparent communication, upskilling staff, and… read more
Digital Transformation: Agile Ways of Working
When transitioning to Agile working methods, organisations must plan carefully – beyond just declaring “we’re doing Agile now”. Effective leadership, communication, and a cultural shift across both IT and non-IT teams are essential for success. The pressure created… read more
Digital Transformation – Preparation
When organisations embark on digital transformation initiatives, it’s essential to support the change with the right activities, functions, and ways of working to ensure success. Once desired outcomes are identified, a 360-degree assessment of people, processes, and technology… read more
Digital Transformation: Triumph, Tragedy and Strategy
When the UK went into its first lockdown in March 2020, many organisations had to quickly adapt to remote working, placing new pressures on IT departments. While some were well-prepared, others faced difficulties, particularly with large volumes of… read more
IT Service Continuity Management
Since the methodology of “Contingency Planning”, there have been significant changes in technology and the way in which technology is used within the business. The dependencies between business processes and technology are now inter-twined that Contingency Planning (or Business… read more