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- "Mike, Sorry the article disappointed, it was supposed to introduce some of the themes rather than explor..." - servicedesk360
- "Well after seeing this as a link from an email I was expecting rather more of a debate arround Social Media..." - MIke
- "Speaking as an IT support practice consultant, perhaps the reason why only 50% of businesses use metrics to..." - Noel Bruton
- "Hi Liz, We were very pleased that the prize was won by such a worthy winner and your happy reaction gave t..." - catherine staite
- "I agree with Matt, ITIL is a toolset / framework. what i'm seeing here is what as always been the topic com..." - geoff Cox
Summer breeze, not always benign
Holidays and absences throw up challenges for all support teams, so contribute to research which will help create strategies for overcoming difficulties.The summer holidays can be a testing time for support departments with sta...
How to avoid a 'Swine Flu epidemic' on your helpdesk
The predicted flu pandemic will impact service desk staffing levels, but IT support expert Noel Bruton says that even those unaffected might use it as an excuse to stay away. Here Bruton reveals the rules that will ensure that ...
Familiar face joins Hornbill
Julie Aguilar has left Touchpaper/Avocent to become public relations manager at Hornbill Systems. Aguilar has over 20 years experience in PR and communications, and spent the last four years as corporate marketing manager for T...
Twitter and cloud blamed for growing security woes
Businesses fast tracking the use cloud computing and attempting to incorporate Twitter activity are putting themselves at high risk of being hacked, says systems integrator Origin Storage. “Our observations suggest that a...
IT looks to clean-up existing systems
Service teams are focusing on improving existing technologies rather than buying new systems, as the threat of outsourcing grows. A survey by systems integrator ProtoCall One revealed that 64 per cent of service desks and conta...
Halfords fine tunes support
Single system used to improve service delivered to external and internal customers. Retailer Halfords has installed a software system from Hornbill to better handle both external customer service and internal IT support. The Su...
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