Music royalty specialist tunes into best practice

PRS for Music, the music royalty collection service, says it has reduced IT costs and minimised risk by implementing key ITIL (IT Infrastructure Library) processes and buying 100 licences of Hornbill’s IT service management software, Supportworks. The level of care offered to more than 800 IT users has improved because service desk staff can view support [...]

Are Apple and Google creating IT anarchy?

With the rise in popularity of devices like the Apple iPhone, Google Android and other smart phones, what has been the service desk experience? Are you required to provide support, is the use of such devices in a work environment frowned upon in your organisation, or is it a ‘free for all’, with staff demanding to use [...]

The Inevitable Football Analogy – Noel Bruton

Noel Bruton explains what the failure of an apparently talented and, until recently, successful English football team can teach us about managing IT staff. As one who enjoys watching football, I was of course disappointed by England’s early exit from the FIFA World Cup. However as one who coaches IT support professionals for a living, I [...]

Gartner scales back IT spending growth predications

Only those IT projects deemed business critical will be funded this year, as doubts linger as to whether the economy has truly recovered. Industry analyst Gartner has responded to growing pessimism regarding the end of the recession by trimming its original estimate of a 5.3 per cent increase in IT spending down to 3.9 per cent. Worries [...]

House-on-the-Hill reaches new heights

Crane manufacturer Fassi UK has chosen House-on the-Hill to provide its service desk software. The UK arm of Fassi, which sells over nine thousand cranes per year across the world, will use SupportDesk to manage and process calls, act as a service point and administer its warranty system. The company needed a new solution as its [...]