October/November 2010
October/November 2010
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ITIL: The Knives Are Out The savaging of ITIL is a regular blood sport and the knives are again being sharpened by its detractors. But its supporters say it still has a vital role to play and that the service management would be much the poorer, if not lost, without it. |
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Top Notch Thinking If you want to notch up real success within your business, invest in your support staff all the way - and that doesn't mean instantly reaching for the cheque book. |
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How to...Bridge the Gap 'Mind the Gap' is a cry often heard on London Underground to warn commuters about the 'black holes' that exist between platform and train at some stations. Similar chasms exist between the service desk and the business and need to be tackled urgently |
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The Merits of Metrics If you want your service desk to be viewed in a positive light, it is essential you can demonstrate business value. But what is the best way to do this? Through service desk metrics and reporting. |
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Benchmark and Bite-Size A commonly quoted statistic is that projects have a six month window to capture management attention by delivering value. Having been allocated finances, resources and hopefully senior management's blessing, the greatest failing that a project can make is to forget to set short term goals and show improvement. |
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Menu du jour Pret has rewritten the rule book when it comes to 'fast food'. With 225 shops, a growing international presence, and a turnover of over 250 million pounds a year, the formula is clearly paying dividends for the UK premium sandwich retailer. |
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