Service Catalogue Perspective: Know What You Want
Optimising Your IT Service Catalogue A well-structured IT service catalogue is key to aligning IT services with business goals, raising transparency, and improving communication. Many organisations seek to implement one, recognising the value it brings—but understanding what a… read more
What is Agile Scrum?
In today’s competitive global environment, organisations need a winning strategy, which is where Agile comes into play. Agile is a mindset that focuses on people, collaboration, and flexibility, with Scrum as a framework for applying these principles. The… read more
IT Asset & Service Management Landscape Changes
Discover more about the changing landscape of IT Asset Management and how to prepare for the future.
Nine Considerations for Licensing a New ITSM Solution
In a crowded market of IT service management solutions, it can be easy to find a potential solution that meets your feature and functional requirements. Conversely, it can be difficult to calculate and understand the hard and soft… read more
Agile: A Mindset as Well as a Framework
Agile Service Management involves adapting Agile and Scrum principles to IT Service Management (ITSM) processes, with a focus on improving flexibility and efficiency. The Agile Manifesto, often seen as contradicting ITSM practices, actually complements them by emphasising “just… read more
ITIL 4 Specialist: Drive Stakeholder Value – The Seven Steps of the Customer Journey
ITIL 4 Specialist: Drive Stakeholder Value Business exists to create value. But value that’s created or deployed within a vacuum is rarely successful. In today’s digitised business climate, there is little room for error – if you get… read more
Outsourcing IT Services
When outsourcing IT support services, it’s important to consider two key factors that often lead to dissatisfaction: offshore service desks and providers whose focus is primarily on technical solutions, rather than service delivery. Offshore outsourcing can negatively impact… read more
An Effective Self-Service Portal
To optimise IT self-service, it’s crucial to have a well-designed portal that’s easy to access and navigate. Around 60% of issues can be resolved through self-service, reducing the need for email and phone support. Essential features include: By… read more
Human Resource Management
Personnel policy plays an important and strategic role in fulfilling the long-term objectives of an organisation. It can also be used as an instrument to change the corporate culture.
IT Service Improvement Case
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