ITIL Rewired: A Smarter, People-Focused ITIL Dec 18th 2025 Presenter: Simone Jo Moore, SJM Humanising IT Sometimes, ITIL gets a bad rap! When your Service Desk feels like a black hole for energy and innovation, it’s tempting to blame the framework. But … read more
The Metrics Of Shift Left Feb 18th 2021 Presenter: Jeff Rumburg, Managing Partner, MetricNet Organizations that haven’t spent a great deal of time shifting left—that is, moving tickets from desktop support to Level 1 service desk, or from … read more
The Service Desk of the Future Posted by Cid Tyer on Oct 16th 2013 Download the: Slide Deck Q&A Report … read more
Using Six Sigma to Drive Service Desk Improvement Posted by Cid Tyer on Feb 8th 2012 Download the: Slide Deck Q&A Report … read more
Building a Tradition of Service Excellence Posted by Cid Tyer on Sep 15th 2010 Download the: Slide Deck Q&A Report … read more