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How to reduce the costs of IT support – By Noel Bruton
Cutting costs is an all too familiar requirement, but in this article Noel Bruton argues that you can do so without reducing staff numbers or sacrificing quality. The question of reducing support costs is a seriously touchy one...
Brain harmony to light IT's future
Context aware computing, that is technology that uses environmental and personal user information to deliver services and messages, will be worth $12 billion by 2012. James West warns IT professionals to be more creative to p...
Who to meet at the Service Desk & IT Support Show – part 3
In the third part of our preview of the Service Desk & IT Support Show (SDITS11), we look at the products and services available which have been designed to compliment ITIL. - Richmond Systems insists the best way to experi...
ServiceDesk replaces helpdesk – it’s official
The ServiceDesk has replaced the helpdesk as the preferred term for the IT and business support function within business, with a benchmarking survey giving credibility to the idea that the ServiceDesk is becoming a central busi...
Total IT – Dutch football strategy to improve ITSM?
Is it realistic for IT workers to become business-savvy strategists? James West looks at whether the concept of Total Football popularised by the Dutch national team can be translated to ITSM. The challenge for IT professionals...
Young employees ignore helpdesk, search Google instead
Two-thirds of employees aged between 20-35 attempt to fix technical problems themselves before turning to help from their IT departments, according to research from remote support company Bomgar. The study also found that worke...
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