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In response to the AXELOS The Future ITSM Professional report, AXELOS associate Toby Moore and Dr Tuuli Bell, partner manager at Tasktop Technologies, explore emerging issues in a key function of IT: The Service Desk An effective Service Desk is key to a successful IT...

It’s a pivotal and exciting moment for the service desk. For those still struggling with their traditional IT service desks that might sound like an odd statement, but significant change is coming. Historically, the service desk’s primary role has been a help desk for when ...

As part of our Professional Development Programme , AXELOS has outlined the skills and competencies needed in a wide range of roles across IT service management and project and programme management. In this blog post, Pauline Brown – Service Operations Manager at the Un...

I was working with a client recently, helping them plan ways to improve the management of IT user support. When I came to review the advice I offered them, I realized that other organizations might find the same advice useful, so I have created three blog posts highlighting ...

IT Service Management (ITSM) is often portrayed as being founded on a process-driven approach, and while processes are useful to organize activities the core of ITSM lies elsewhere. Soft skills are and will always remain relevant regardless of how many processes are defined. ...

I was working with a client recently, helping them plan ways to improve the management of IT user support. When I came to review the advice I offered them, I realized that other organizations might find the same advice useful, so I have created three blog posts highlighting ...

I was working with a client recently, helping them plan ways to improve the management of IT user support. When I came to review the advice I offered them, I realized that other organizations might find the same advice useful, so I have created three blog posts highlighting ...

Continual service improvement (CSI) is integral to the ITIL® framework and should be fundamental for any IT Service management (ITSM) strategy. After all many of us are constantly looking to innovate, improve our business model, reduce costs, risks and improve the overall v...

Eddie Vidal hosted the recent session at USA service management conference, FUSION14, where AXELOS Product Development Director, Frances Scarff presented her thoughts on project/programme management and ITSM. Here, he reflects on conference learnings and the state of ITSM in...

A lot of organizations, like the one featured in this animation, experience frustration with their service desk. While that’s not a criticism – the majority get things done quickly – end users get annoyed by the speed of service desk support. Interestingly, what’s usually at...