Tag Archives: Service Desk

The 7 Habits of Highly Effective Knowledge Managers

Knowledge management is playing an increasingly important part in the IT service management (ITSM) ecosystem, and in keeping businesses running. It encompasses everything from supercharging service desk agents, to facilitating end-user self-help, to providing the fuel required by new technologies such as artificial intelligence, machine learning, and chatbots. ITIL describes knowledge management as the process […]

COBIT 101 – So Much More Than “Control Objectives for Information and Related Technologies”

COBIT might have started life as a tool for IT auditors, and the requirement for IT-related internal controls (hey, there’s no need to yawn), but it has since blossomed into a good-practice framework for both IT management and governance. Read on to find out how COBIT can help your organization and the IT service management […]

The 7 Habits of Highly Effective Problem Managers

Problem management can be one of the most beneficial IT service management disciplines, but it can also be one of the most difficult to justify and maintain. How well you do – both initially and longer term – depends not only on your problem management process but also the effectiveness of the people involved. Problem […]

Another 5 Reasons to Love Your IT Service Desk

Welcome back to this SysAdmin Day + IT service desk lovefest blog! Following on from my previous post – which covered trust (in getting a resolution), incident management effectiveness, major incident magic, seamless service request handling, and better IT asset management – here’s another five reasons why the IT service desk needs to be loved. 6. […]