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- "Mike, Sorry the article disappointed, it was supposed to introduce some of the themes rather than explor..." - servicedesk360
- "Well after seeing this as a link from an email I was expecting rather more of a debate arround Social Media..." - MIke
- "Speaking as an IT support practice consultant, perhaps the reason why only 50% of businesses use metrics to..." - Noel Bruton
- "Hi Liz, We were very pleased that the prize was won by such a worthy winner and your happy reaction gave t..." - catherine staite
- "I agree with Matt, ITIL is a toolset / framework. what i'm seeing here is what as always been the topic com..." - geoff Cox
Hornbill restructuring sees it attacking on two fronts
An executive who has worked at some of the world’s biggest software companies has become CEO of Hornbill Service Management, as the service management specialist announces a radical restructuring designed to consolidate i...
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. Rob Meinhardt, president of systems management Dell KACE, tol...
Increase customer satisfaction and loyalty while lowering costs – free webinar
Free webinar from GoToAssist, 22 June 1500hrs. For customers, the only thing better than having their problem resolved on initial contact is not having the problem in the first place. The goal of first-contact resolution (FCR) ...
Council staff part of the success story
East Dorset District Council says it has reduced it’s help desk backlog and improved the response time for support requests by 15 and 20 percent respectively with the implementation of Numara’s Track-It! Software. T...
Support software to ensure confidentiality
The International Baccalaureate has replaced a manual system for managing help requests to its finance department with House-on-the-Hill’s SupportDesk software. International Baccalaureate, which offers a curriculum taugh...
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. Codework has announced UK distribution righ...
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