The results are in. A recent global survey, conducted in the Spring of 2015 by the organisers of SITS15 (The IT Service Management Show), Cherwell Software™, and SDI, asked service desk professionals: What is keeping your service desk operating from within a fishbowl?Read More
As a former Gartner analyst, Jarod Greene spent ten years covering the IT service management tool landscape, co-authored the Gartner® Magic Quadrant for ITSM Tools, and helped clients select tools to meet their business goals. Here is Jarod’s free and unbiased advice on how to best approach the process of selecting a new ITSM tool.Read More
Most of us have heard about Malcolm Gladwell’s rule that it takes 10,000 hours of practice to become "world-class" at any given pursuit. After 19 years in technology marketing, most of which have included some level of event ownership, I don’t know how many hours I’ve "practiced," or whether or not I’m "world-class." But I can say with confidence that I’ve participated in more events than most.Read More
We can all agree that ITIL-aligned policies, processes, and procedures have been shown to produce significant day-to-day operational improvements to an organization. IT Change Management, in particular, is a critical and necessary function that requires continual improvement, because failed changes can result in a whole host of issues including increased infrastructure risk, unexpected costs, damaged service desk credibility, and ultimately, loss of customers.Read More
The spring and summer conference season for technology companies is always one in which the ornamental fanfare about the latest and greatest is on full display. It’s an attraction like no other for the customer and prospect alike as bold new products and services summon attendees from the four corners of the earth.
Three years ago as a new Cherwell Software customer, I was eager to attend the inaugural Cherwell Global Conference.Read More
During recent years, especially with the increase in cloud services, IT has lost some of its control on technology decisions. Lines of businesses are becoming more comfortable selecting business solutions delivered as services or hosted elsewhere instead of turning to IT for a solution.Read More
Kellie Whitney is the Director of Support Services at Cherwell Software™. We recently spoke with her about her role and why she thinks the service desk is a great career choice. As a company that develops service management software, we thought you may like to know about the people who run and manage Cherwell’s own service desks.Read More
Cherwell’s own Jarod Greene is presenting a keynote at this year’s IT Service Management show (SITS) in London on June 3-4, entitled: Using the service desk to market IT to your customers. He recently spoke with the 2015 SITS Event Manager, Toby Moore, about what his presentation will highlight.
Human interaction is hugely complex and I admit, it fascinates me, especially when it comes to persuading people to change. When I attended Barclay Rae’s breakout session on this topic at the recent SDI Annual Conference, I was not only looking forward to it, but I was also aware that we’d only scratch the surface of such a wide subject area within the allotted hour.Read More
Apprenticeships are a hot topic in the UK right now, especially with the national election just a few days away. Whether it’s pledging funds or increasing the number of apprenticeships on offer, the ultimate goal is to make more readily available on-the-job training and to help the younger generation get into work.Read More