As organizations increasingly rely on the applications they use, whether through on-premise...
Author - Kirstie Magowan
Cybercrime Rising: 6 Steps To Prepare Your Business
You probably wouldn’t think of leaving your house with the door unlocked, or even open. If you have...
IT Operations Best Practices
The landscape of business is evolving. The demands placed on IT are changing. That means the...
6 Ways To Improve Incident Management from The Service Desk
Isn’t it great when you phone the service desk and get the best agent on the phone, the one you...
What Is Digital Service Management? A Must for ITSM
In the past decade, discussion around digital transformation has grown. This year, 2020, has made...
Service Desk Automation: Are You Missing Opportunities?
I first started working on an IT service desk in 2001. Since then, the way that service desk agents...
The Scaled Agile Framework (SAFe): What To Know and How To Start
If you are working in enterprise IT delivery, chances are you are either utilizing SAFe® or...
IT Organization Metrics & KPIs: A Well-Rounded Approach
We’re previously looked at metrics and KPIs for IT Service Management (ITSM). You may well be...
ITIL® for Startups and SMBs: Getting Started
With the excitement that comes with starting up a new business, the idea of service management may...
Insourcing vs Outsourcing IT Services: Comparing Your Options
The arguments for and against outsourcing the IT services consumed by an organization are many and...