The Danger of assumption in the Service Desk
At the Service desk, one of the most common traps we fall into is assumption – assuming what the issue is, assuming what the user meant, assuming what they tried already. This often comes from a good place, the desk wants to resolve something quickly. Why assumption happens Support teams speak to a wide range…
Taming the backlog beast
Every Service Desk hits that point: For us that came just after launching a new ITSM tool. We were forced in to the decision and it wasn’t the first choice. The team were adapting, work doesn’t stop and we were still trying to improve and build the Service Desk. To regain control, I rolled out…
SWOT Analysis
An often under looked tool when looking for ways to improve goals or decide what product is best. I’ve often struggled to article my thoughts around SWOT analysis but this has really helped me. So putting on my ITSM hat and using it for incident management we could come up with
Jayserv 