It’s nearly impossible to overstate the impact that the COVID-19 virus has had on businesses around the world. The unusual circumstances have forced organizational leaders to prepare and respond quickly.…
Finding the best employees for any discipline can be a challenge, and good candidates don’t have much patience for a lethargic hiring process. Hiring the best service desk staff requires…
A service desk professional is usually required to have a significant amount of knowledge about the IT industry, strong technical skills, and a wide range of experiences that demonstrate those…
IT is evolving from the daunting task of tracking inventory in spreadsheets to building a configuration management database (CMDB) into their service desk. The CMDB offers a host of benefits…
As IT’s responsibilities continue to increase, many service desk technicians are still tied up with familiar incidents. The specific issues might change over time, but the repetitive ticket is a…
“My laptop is acting up.” “The printer isn’t responding.” “I can’t connect to the internet.” These types of issues are at the heart of what every IT technician handles day…
One year after the launch of ITIL® 4, the Pink20 IT Service Management Conference followed up with a Batman theme — appropriate, given Batman is a superhero whose only superpower…
The ITIL framework is more than a best practice guide for IT service management (ITSM); it’s a way to design a strategy that creates value for the customer and service…
It’s been roughly one year since the IT service management world was introduced to ITIL® 4 at Pink19. This latest evolution of ITIL provides guidelines to IT pros and service…
Change doesn’t come easy for most. That is also true in the world of IT. While change management can be intimidating, it can produce valuable benefits to the organization when…
