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ITIL Tattle

ITIL Tattle

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

  1. ITIL Tattle
  2. Tag: Service

Tag: Service

Why Are We Still Using Email? Cognitive Dissonance in the Support Sphere

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 […]

28th February 2020 0

Just Say No!

Why Saying No Is OK Good service is all about knowing what service you offer and knowing how to deliver it. The corollary is that, knowing what you don’t offer, and saying “No” to our users quickly is every bit as important. Are You A Caller? Perhaps you have calls in where you are the […]

5th April 2019 1

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