Just a reminder that Red Badge are leaving us at the end of this month. Here is the email from Tony with an invitation to join them on 27th and/or 28th September: As many of you are already aware, the full time commitment of the wider Red Badge team (myself, Gary Cox and Steve Mann)…
From Tony Gannon In this update … progress on Service Management Tooling and some of the resolution processes (Incident, Problem and Request Fulfilment). The “resolution” processes are focused on improving our ability to consistently respond to service issues in a timely way and restoring service effectively with minimal disruption to the customer. They also consider…
As part of the service improvement programme (SIP) you’ll recall the requirement to deliver integrated service management toolset capability. Two of the key areas of scope will be looked at; 1. Implementation of the Axios Assyst product. (and Integration with Snow) 2. Implementation of the Snow Asset Management product. Snow is well underway with clear…
Article by Keith Burton – SHU has a corporate membership of itSMF (https://www.itsmf.co.uk/default.asp ) and we currently have 34 staff who have an account on the itSMF site. Most of these accounts are from staff who have been working in IT Service Management some time or have subscribed due to being involved in the Service…
Take a look at the SIP status site too to see how we’re progressing.
DTS has a new Call Handling policy which should be used when dealing with calls in Unidesk.This has been compiled by a group of staff tasked with formulating a consistent way of handling calls within the Directorate. Please read the document so you know what to do when you are allocated a call. The image below…