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Noel Bruton’s ten compelling reasons to get rid of your servicedesk, pt2
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Ten compelling reasons to get rid of your servicedesk (and what to have instead)
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Progressive, strategically aligned IT remains a fluffy dream
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Bournemouth University graduates to consolidated IT
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Brewer develops business with an Orange twist
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Noel Bruton’s ten compelling reasons to get rid of your servicedesk, pt2
In the second part of his article (part one is here), IT support expert Noel Bruton gives the final five reasons why you need to rethink the service desk concept. 6. Put the users before the technology The servicedesk exists as a solution created by a false focus on technology. The ancient and astonishing way [...]
Featured Articles
Ten compelling reasons to get rid of your servicedesk (and what to have instead)
IT support expert Noel Bruton says that your servicedesk is run based on historically inaccurate assumptions and an outdated IT legacy. In part one of this article, Noel presents the first five reasons why your servicedesk is overdue a facelift. MITUS (the Methodology for IT User Support) treats IT support as a single function, even [...]
Featured Articles
Progressive, strategically aligned IT remains a fluffy dream
IT is failing to contribute to business objectives say 73 per cent of IT directors and service desk professionals polled by ITSM software specialist Hornbill and SDI (Service Desk Institute). 30 per cent of those questioned think that IT is nothing more than a ‘trading expense’ to be curtailed rather than given funds to develop services, [...]
Company News
Bournemouth University graduates to consolidated IT
Bournemouth University (BU) has deployed ITSM software from ServiceNow as it consolidates multiple IT systems, automates processes, and provides self-service facilities. The university IT team supports almost 20,000 students and faculty members across two campuses, and had previously relied on several independent tools to manage IT, but found them unable to cope with a wide-range of processes [...]
Company News
Brewer develops business with an Orange twist
International brewer Heineken has announced that Orange Business Services has been selected to unify communications and infrastructure at more than 1000 offices and sites across 53 countries, in ‘a multimillion’ euro, five year deal. The project will see Orange create a scalable network connecting existing locations, and will also allow rapid deployment when new sites [...]
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ITIL – impractical, unhelpful and doomed?
Noel Bruton explains why ITIL’s days are numbered, and introduces a series of articles which cover everything about effective IT support that is missing from the ITIL books. The news as reported on ServiceDesk360 about ho...
Thanks ITIL, time to say goodbye
Research from Hornbill as reported here indicates sluggish uptake of Version 3 of ITIL, but James West has taken a closer look and sees a more worrying reality for those invested in the best practice framework. Many of the busi...
Goodbye service desk, hello to the collaborative IT support future?
Is social media really a useful tool for ITSM? Can collaborative IT support complement rather than destroy our service desks? Maff Rigby of IT SmartDesk shows us why we cannot ignore the impact of social and what the future...
How to solve the ITIL paradox?
We need ITIL more than ever, but it is stopping us from meeting the challenges which will decide whether we have a job in five years from now. James West explains why we must solve the ITIL paradox. One of the key themes em...
Why are we still debating ITIL rather than guiding a revolution in business technology?
Despite claims that its currency is diminishing, ITIL still dominates conversations in the ITSM industry. James West explains why we must call time on ITIL for the foreseeable future. Back in August, I wrote an article arguin...
The joy and pain of SDITS12
Day one of SDITS12 was a watershed moment for the UK ITSM industry, according to James West, with real change evident. So why was he in professional despair just 24 hours later? I’ve been attending SDITS in its various inca...
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