SupportWorld Articles: October/November 2009
SupportWorld Articles: October/November 2009
Feature articles from the October/November 2009 issue of SupportWorld include Brian Wall's cover story, The ITIL White Elephant, debating whether ITIL is a blessing or a curse for the service desk; David Mainville's article Killing The Golden Goose asks if the commercialisation of ITIL is leading organisations down the wrong path and Holding Back The Tide, a look at how the recession has impacted recruitment patterns and how this could all change when the good times start to roll and Turning Problems Into Profit which asks can problem management be turned into profit?
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The ITIL White Elephant You could never call ITIL 'the elephant in the room' - indeed, it's a topic that has been hotly debated by its champion and detractors alike. But has it become too big for its own good? Or is it a framework for which the service desk is all ears? |
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Holding Back The Tide The downturn has made people wary of moving on - but that may all change when the good times start to roll. Does it really matter whether you keep your staff long term? |
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Killing The Golden Goose The commercialisation of ITIL is making it overly complex, bureaucratic and less effective. Don't let it lead you down the wrong path. |
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How to... improve communication with your team In the new world of Twitter, Facebook and Linkedin, old fashioned talking may have lost some of its glamour. But Modis International's Business Manager believes original social networking can still pay practical dividends. |
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Turning Problems Into Profit Discovering the root cause of recurring incidents that plague a business can be transfoormational - but can problem management be turned in to profit? |
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How To 'Take A Bite' Out Of ITIL If you think that adopting the ITIL Framework is a serious undertaking, you're not alone. |
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Service Desk Profile: Fujitsu Services This month SupportWorld talks to Fujitsu IT Services. If you'd like us to feature your service desk please email editor@supportworld.co.uk |
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