ITIL Tattle

ITIL Tattle

Blog posts on ITIL and ITSM news and best practice from the ISG ITIL Team

Category: Service Desk

Which is more important? The User? Or the Queue? A fallout from doing service management reporting is a greater appreciation of the perspectives of good service. However what good service looks like is subjective. Recently the team had a discussion about that classic service desk tension situation – the queue. The discussion was animated… and […]

A few weeks’ ago, I asked the question, “Is our knowledge management best practice?“, although I left the answer as an exercise for the reader… If you thought that our current practice could do with improving, but didn’t know where to start, I’m going to propose an alternative operational approach, drawn from Knowledge-Centered Service, some […]

In 1996, a PhD supervisor was in New Zealand on sabbatical and so guidance seemed impossible. Yet my email request for feedback, sent from Edinburgh, received a reply within under 5 minutes. This post is not a rant about email. Instead it probes the default assumption that service desks need to support email as a […]

A Look Back This week the blog is a celebration of how far we have come on our ITIL® journey. Sometimes it has been a winding uphill road but perhaps blue sky is ahead… It might seem an odd time to reflect but as the University has just passed through arguably the busiest time of […]

ITILTattle’s first guest blog poster is Alex Carter – Head of Service Management With Welcome Week and start of semester underway, Information Services Group have a team of dedicated student helpers available to support new and returning students at the Main Library. Survey data and anecdotal feedback shows that this has been well received in […]

One aspect of our mission to discover, develop and share knowledge is going to become very tangible again next week… In many ways this past week has been a week of preparation, of anticipation and perhaps a little trepidation (and not just for the new students or their parents!). There are few organisations who have […]

Do you remember September 2018? Is it just a blur? This week’s blog will look at what our University Service Support tool data tells us about last year with the Student Experience being the focus. It will also attempt to predict what may happen this year! For many parts of the University, September represents the […]

The word “Incident” has been used for many years at The University of Edinburgh. We used it in our original Call Management tool Remedy, then in CMS and when UniDesk our current ITSM tool launched, our individual tickets were called “Incidents”. This never really sat well with the ITIL aware among us and so, in […]

Two weeks – two conferences and a blog post on two recurring themes: ITIL® 4 and Self-Service Portals. Last week was an itSMF meeting at Glasgow University. This week the UniDesk 2019 Conference up at University of Highlands and Islands at their main Inverness campus. Conferences provide a great opportunity to network and find out […]

“He uses statistics as a drunken man uses lamp posts – for support rather than for illumination.” Andrew Lang So you need to do reporting and you think that adding categories and subcategories will be the solution? But what if you are wrong? Sometimes the obvious go-to solution is not the optimal solution; neither for […]

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