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- "Mike, Sorry the article disappointed, it was supposed to introduce some of the themes rather than explor..." - servicedesk360
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- "Speaking as an IT support practice consultant, perhaps the reason why only 50% of businesses use metrics to..." - Noel Bruton
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You can relax, the summer is nearly over
“Is that the helpdesk? Can you fix my laptop, it’s been run over by an airport bus.” IT support staff may be glad to see the end of the summer, with a survey by Hornbill Systems showing employees on holiday ha...
The Arts Council – video case study
Owen Powell of the Arts Council explains how a centralisation project designed to control costs was managed, referencing the challenges and advantages of working with ITIL and how a web-based service management system has helpe...
O2 partners BT to offer 'complete' communication and IT offering
Businesses working with disparate suppliers are wasting up to £1.2 billion. UK businesses are wasting £1.2 billion by not shopping around for the best deals on IT services, according to research conducted by Henley Business...
Helpdesk offered advanced call centre-style services
Product designed to bring functionality to IT support traditionally only available to large contact centres. FrontRange has launched a product designed to bring advanced customer management functionality to IT support teams. Ba...
Property specialist gets foot on the ITIL ladder
Hornbill technology helps Knight Frank to answer 97 per cent of calls in five minutes. Property consultancy company Knight Frank is using Hornbill’s Supportworks ITSM software to support 1700 UK staff, with the intention ...
When service desk software became a must buy
Chance encounter leads law firm to upgrade its support technology; enjoys improved efficiency and service levels. The goal of reducing admin costs while improving quality has prompted Scottish law firm MacRoberts to purchase se...
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