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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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Featured Articles
Ovum social, 360

Aristotle, generation Y and the social service desk

In the second of our exclusive articles previewing the Keynote Theatre at the Service Desk & IT Support Show, Adam Holtby and Richard Edwards from Ovum explain there is nothing to fear in creating a social service desk.
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Blog Spot
 

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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Event
 

The big picture – SDITS preview

You may have already read our preview of the ServiceDesk show, but full details, including the timings of all the seminars and training sessions and the locations of the exhibitors, are available by clicking the image, which ta...
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Event
 

Who to meet at the Service Desk & IT Support Show – part 4

In the fourth part of our preview of the Service Desk & IT Support Show (SDITS11), we look at the category service management suites.
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