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ITIL – impractical, unhelpful and doomed?

Noel Bruton explains why ITIL’s days are numbered, and introduces a series of articles which cover everything about effective IT support that is missing from the ITIL books.

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Time to celebrate service excellence

A celebration of customer service and the work carried out by IT support teams is taking place as IT Service Week kicks off on 4th October.

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Heat given service desk endorsement

FrontRange is celebrating the news that the latest version of its helpdesk software has been awarded PinkVerify status.

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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.

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Proactive service impossible if you just log incidents says Dell KACE chief

IT service desks will never be proactive without a deeper understanding of, and integration with, the myriad business elements which affect the tasks it carries out.

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