August 20th, 2012 by Kathryn
The support team here at Beetil has benefited hugely from the introduction of dashboard queues. Before putting them in place we spent a good amount of time discussing the best way to structure our support and how to use queues to the greatest effect. Once our queues were implemented there was a dramatic improvement to [...]
May 14th, 2012 by itskeptic
Welcome to our third post in the IT Skeptic‘s (a.k.a. Rob England) Sensible Service Management Series. In previous blog posts, Rob advised you to focus on what is simple, practical, useful and worthwhile. Now in upcoming posts Rob will focus on some of the core processes that deliver on our goals of successful daily operations, [...]
April 4th, 2012 by Dan
Welcome to our second post in the ITSkeptic‘s (a.k.a. Rob England) Sensible Service Management Series. In the last post Rob had talked about how better process builds a better business, and how important the customer is. In this post Rob introduces us to the concept of service improvement the basic service management framework – no [...]