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    Features:

    Shifting up a gear

    November 16, 2011

    Shifting up a gear

    Over the last three years outsource Service Management supplier The Internet Group has been scaling up its services to add the mid-market to its existing portfolio of SME clients. In the process it has had to tackle SDI and ITIL and fundamentally shift up a gear in the way it does business. Matt Bailey spoke [...]

    Translating knowledge into results

    November 16, 2011

    Translating knowledge into results

    A familiar name in the world of ITIL, Pink Elephant has been at the forefront of IT management best practise for over 30 years. Caroline Wyatt, Head of Corporate Development explains the company’s approach and offers an example of how its ‘classroom in the cloud’ approach to training is helping one of its clients. Pink [...]

    Service Catalogues – Changing the face of IT

    November 16, 2011

    Service Catalogues – Changing the face of IT

    At a recent seminar, the delegates chose the Service Catalogue as their focus. With this in mind, Cherwell Software’s Tony Probert, sets out to explore the business benefits for an organisation of developing and implementing a Service Catalogue. Having attended a recent seminar hosted by the Service Desk Institute (SDI), it reminded me that people [...]

    Evolution of theory

    November 16, 2011

    Evolution of theory

    Christine Headford, product director at RMS Services explains why continual service improvement (CSI) must evolve to include business intelligence (BI) and how HEROes – highly empowered and resourceful operatives can help. ITIL has been around a long time; it is 20 years since the first ITIL manuals started appearing on desks and IT professionals started [...]