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Service Desk staff – a window to the IT organization
Maybe it sounds easy: hire a few people, teach them about the services we provide, tell them to be nice...
Maybe it sounds easy: hire a few people, teach them about the services we provide, tell them to be nice to the users… and there you go – Service Desk staff is in place. Or...
Known Errors – repetitio est mater studiorum? Not in this case.
“Reinventing the wheel.” – We often use this saying in everyday life, but did you know that it’s valid in...
“Reinventing the wheel.” – We often use this saying in everyday life, but did you know that it’s valid in IT Service Management, i.e. ITIL, as well? Let me recall a common situation: your users...
Incident Management in ITIL – solid foundations of operational processes
I am sure that you have heard users of an IT service say that they have problems, errors, malfunctioning or...
I am sure that you have heard users of an IT service say that they have problems, errors, malfunctioning or something similar when there is degradation in the service. Based on ITIL methodology, they are...