Author Archives
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Feedback is a gift
How many times in your career did you receive real constructive feedback ? I don’t know about you, but for me this kind of information was most of the time absent. Nevertheless, feedback is one of the most important communication… Read More ›
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Getting rid of lingering Service Desk tickets
Incident management uses a simplified process in ITIL 4. In this article we dig a little deeper in the possibilities you have to meaningfully close a ticket. Moreover, we offer you an acceptable outcome to get rid of all these… Read More ›
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ITIL 4 update on Incident Management
ITIL 4 is the latest release of the ITIL (Information Technology Infrastructure Library) best practices framework in IT Service Management. After a long time of silence the necessary adjustments have been approved to make the publication actual and trustworthy again… Read More ›
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Your book of success
For many people, a typical day at the IT Service Desk probably goes by without notice. Moreover, the Service Desk team barely thinks of all the good things it achieves every day. Solving people’s problems is often considered as its… Read More ›
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The Ringelmann effect
Do you also raise your eyebrows now and then when people are talking about “leveraging” resources, manpower to be specific ? Or when people becoming ecstatic of emerging “synergies” when combining activities, functions, and so on ? If so, continue… Read More ›
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State your principles
Put together the team’s principles During your activities as a Service Desk Manager, you start to know the basic human behaviors that drive your team’s success. It is important to identify them as they may seem obvious and not more… Read More ›
Service Desk Management 