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SDI Conference – the highlights

I had a great day attending the SDI Conference as a delegate and took away lots of ideas, some of which I’ll share here and will expand on over the coming months. The day started with an exceptional keynote from Kirk Weis...
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This first-line, second-line thing

Noel Bruton says poor decisions regarded first and second-line support have created a confused service, with users unsure where to turn. A rethink is needed to improve the service delivered.
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Noel Bruton speaks – recreation, or redundancy?

The highly respected IT support specialists and author Noel Bruton has joined the team of writers here at ServiceDesk360.com, bringing his usual brand of insight, good humour and practical advice. In his first article, Bruton i...
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Maths500

Why MITUS2 is not ITIL – By Noel Bruton

The announcement of MITUS2, a methodology for building effective IT support, has caused some commentators to question why we need another set of processes, particularly now that ITIL2011 has become bigger than ever. Its author ...
by rwebb
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There is no such thing as a part time helpdesk

‘Smart IT’ will allow helpdesks to become part time, offering a service akin to the AA wherein people ring when they need help. That’s the view of Denise Plumpton of 360 IT, writing in Computer Weekly. It̵...
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360 product round-up

Compliance support, desktop management and self-service were among the issues addressed by products at the Service Desk and IT Support Show, here is a round-up of recent developments.
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