I was recently speaking with Andy Howell about his training plans for the next few years. Andy (see breakout box) has a long-term dream to reach the 2012 Olympics. Andy’s photo is a powerful marketing image. But as I thought about what Andy was trying to achieve, I was aware of deeper similarities between his world, and the world of IT production management.
Hot on the heels of the article in the May/June issue VitAL, ‘Delivering eco-friendly IT’, it’s nice to be able to report that vendors are starting to provide innovative additions to their solutions designed to give business leaders a helping hand towards delivering on their corporate social responsibility (CSR) strategy.
As the head of service management at BBC Worldwide, Andrew Hutchinson is responsible for the provision of effective and efficient IT service desk operations.
The ITIL v3 revised guidance was published on May 30th 2007, with updated content including new concepts, revised processes, terms and definitions pertaining to the management of IT services based upon a lifecycle approach.
Today’s ITSM process owners and service delivery managers are under unprecedented pressure from the business to gain insight and control over the IT function.
In these tough economic times, though it’s tempting to include service in the many cutbacks being made across the breadth of an organisation, it is important to remember that it’s precisely service that will keep your current customers and will continue to attract new ones, which is essential in surviving the downturn. The gap in [...]
Avoiding USB risk exposure, John Jefferis, vice president of Ironkey on how to define and enforce an effective USB security strategy.
USB drives, or memory sticks as they are sometimes referred to, are immensely popular and increasingly selected as the weapon of choice by employees looking for flexibility in their working environment. Having proved invaluable in [...]
A strategic IT initiative with many benefits, Phil Van Etten, chief executive of Azaleos outlines why many organisations are waking up to the potential of unified communications.
A couple of years ago the concept of unified communications (UC) was more a vision and hype of the vendor community than reality. Today this vision is slowly maturing [...]
As the world’s largest privately held commercial real estate firm, Cushman & Wakefield recognises the need to create a consolidated service desk. However, five years ago, the situation was very different. As Steve Kennedy, associate director of Cushman & Wakefield recalls.
“The IT service desk was little more than a basic call-logging system, and, even then, [...]
Forrester study shows 108% ROI 
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