- "I like the idea of social IT, but I am not sure how you get around response time and ownership of resolutio..." - Tal
- "Noel - an excellent article, written in your own inimitable and honest style, stating with great accuracy t..." - Jo Johns
- "This reluctance to speak means that both parties are missing a great opportunity." - James brewster
- "On the face of it, providing a central and shared repository for ITSM real-life practice seems a good idea,..." - Noel Bruton
- "Your example of running IT like the Fire Service is an interesting one... ironically, here in NZ the "slack..." - Chris Balm
Caution: article contaminated with controversial ITIL opinion.
Only a brave and foolhardy person would question ITIL. Thankfully, James West is such a person and here he argues why IT support needs more help than it currently gets. The Excellence in User Support initiative announced here b...
Summer breeze, not always benign
Holidays and absences throw up challenges for all support teams, so contribute to research which will help create strategies for overcoming difficulties.The summer holidays can be a testing time for support departments with sta...
How to avoid a 'Swine Flu epidemic' on your helpdesk
The predicted flu pandemic will impact service desk staffing levels, but IT support expert Noel Bruton says that even those unaffected might use it as an excuse to stay away. Here Bruton reveals the rules that will ensure that ...
Familiar face joins Hornbill
Julie Aguilar has left Touchpaper/Avocent to become public relations manager at Hornbill Systems. Aguilar has over 20 years experience in PR and communications, and spent the last four years as corporate marketing manager for T...
Twitter and cloud blamed for growing security woes
Businesses fast tracking the use cloud computing and attempting to incorporate Twitter activity are putting themselves at high risk of being hacked, says systems integrator Origin Storage. “Our observations suggest that a...
IT looks to clean-up existing systems
Service teams are focusing on improving existing technologies rather than buying new systems, as the threat of outsourcing grows. A survey by systems integrator ProtoCall One revealed that 64 per cent of service desks and conta...
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