Insights

Insights

Industries & Services
it-service-management operational-excellence

Resolving Incidents and Service Requests via Swarming Method – does it work?

The Level 1, 2 and 3 support model has been the go-to standard for the last 20+ years, providing a structured method for resolving Incidents and fulfilling Service Requests. Is it time for a rethink?

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Industries & Services
it-service-management operational-excellence

Navigating how to “get things done” within organisations. It’s time to simplify!

This is the first in our series of three Service Management articles - Organisations typically place the onus on their people to navigate their organisation’s various service teams to “get things done”. This can drain productivity and impact morale. Creating clear and simple engagement methods across the enterprise can significantly improve effectiveness.

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Industries & Services
it-service-management operational-excellence

What’s in your shop window?

This is the third in a series of three Service Management articles - Are your customers clear on the services your team offer?

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Industries & Services
it-service-management operational-excellence

What is an IT Service? The 7 categories

This is the second in a series of three Service Management articles - Understanding how to identify a genuine IT Service and the different types, is critical in being able to provide value to customers.

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Industries & Services
sourcing it-service-management operational-excellence it-architecture

Taking back control of Shadow IT

How bringing Shadow IT functions back into the core controls and service of the IT organisation offers benefits that extend across the whole organisation.

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Industries & Services
sourcing it-service-management operational-excellence it-architecture

Applying lean-agile approaches to Infrastructure Delivery Transformation

Applying a lean-agile management approach to Infrastructure enablement has become an essential part of the digital transformation strategy for organisations who are considering the adoption of a ‘Product-Centric’ delivery model.

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