Here’s a video of the presentation I gave on the Social IT Service Desk at the UCISA conference today. Sit back, crack open the popcorn and enjoy!
Jul 112012
Jun 272012
The Service Desk Institute have released a white paper entitled “The Service Desk 2017 & Beyond” which brings together a really interesting set of thoughts and opinions from some of the ITSM industry’s top thought leaders on how the Service Desk will evolve over the next 5 years. I was asked to contribute to it, [...]
Apr 242012
Here are the slides for the presentation entitled “Social IT Support can Compliment your Service Desk” (presented by Maff at the Service Desk and IT Support Show 24th April 2012): Social IT Support can Compliment your Service Desk View more presentations here.
Apr 192012
In a previous post I gave a general overview of Social IT, and over the past 6 months my thoughts around this subject have evolved through various discussions, customer feedback, and the use of hallucinogenic substances (only two of the above statements are actually true). So – you’ve heard of the 7 wonders of the [...]
Apr 132012
After a somewhat prolonged struggle with outbreaks of heavy rain, hailstone, and even snow, spring has finally sprung in Bristol! With it comes some exciting new IT SmartDesk features, making the platform even more ridiculously simple and amazingly intuitive to use! Want to know more? Well, you’ve come to the right place! Improved Search [...]
Feb 062012
Greetings from the IT SmartDesk office in a particularly cold February, where the heating is turned up to 11 and the cups of tea are in full effect! Despite the cold we have a warm fuzzy feeling about the latest set of features we’ve introduced to the IT SmartDesk platform – so much so [...]
Jan 172012
Ever wondered why your customers bypass the Service Desk to ask for advice on those niggling little IT issues? I have, and for quite some time I thought this was down to two reasons: Reason 1: I don’t understand how to raise a request in the Service Desk because it’s too complicated! I still believe [...]
Sep 232011
I remember my first IT Support system – Outlook Express. It was an awesome piece of software – you received emails from people, and then replied to them too. It could cope easily with the 5 or so support emails I would get every day; it didn’t require a server, configuration, and technical consultancy [...]
Apr 042011
Choosing the right IT Service Management software for your organisation is a difficult task at best, and if you’re embarking on the evaluation/purchase process for the first time, the chances are you won’t have a clear idea of what you’re looking for. Combined with the reality that you probably won’t be able to properly [...]