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Mobile: the new frontier for self-service

Artificial Intelligence on the service desk [Holly from RedDwarf]Google searches performed on a mobile device outstripped desktop searches (in certain territories), according to figures released last week. That’s an important milestone in the meteoric use of mobile. Of course, the searches refer to global use of Google, including consumers searching for the nearest pizza joint, and are not necessarily... 

ITSM14 Preview: Simon Durbin with "Don't let SIAM cloud your judgement"

Simon Durbin of Information Services Group In the run up this year’s itSMF UK conference ITSM14, I chatted with Simon Durbin about his upcoming session entitled “Don’t Let SIAM Cloud Your Judgement”. Q. Hi Simon, can you give a quick intro to your session at ITSM14? I am going to be demystifying some of the hype that surrounds SIAM. As with any new management or technology ‘trend’ there... 

Too much Shadow IT? Sunlight is the best disinfectant

“Sunlight is the best disinfectant” U.S. Supreme Court Justice Louis Brandeis. Could issues with Shadow IT be addressed by openness and communications? A lot of people confuse the term Shadow IT for something more sinister, something straight out of a Tom Clancy cyber-espionage thriller. If it were so, it’d be so much more cooler, of course, but on the contrary, Shadow IT is something far... 

The Internet of Things, Big Data and ITSM

Science fiction becoming science fact I have noticed recently during my travels with EasyVista, that Hotel staff have begun to offer two or three WIFI codes on check-in, in recognition of the fact that we are all carrying multiple devices. Like sheep and rats, devices connected to the Internet outnumber humans. The number of objects connected to the Internet actually surpassed humans back in 2008.... 

itSMF UK BIG4 Twitter Chat

itSMF UK’s new initiative for 2014, ‘The Big 4 Agenda’ kicked off last week with the first of the five scheduled Twitter Chats taking place. The chat featured Big4 Agenda Speaker and itSMF UK Vice-Chair John Windebank and was moderated by Kathryn Howard the pioneer of the #leadit Twitter Chats for itSMF Australia. The Twitter Chat Model The Twitter Chat model shows that itSMF UK are taking strides... 

Is Darth Vadar in your ITSM project?

When I started my current role of Total Quality Manager, my CIO lovingly dubbed me “Darth Vader”. In his view, Darth is the ultimate project manager and the CIO wanted the same qualities in me. The CIO needed me to brutally prioritize tasks, make decisions based on data, honor commitments, manage risk, be persuasive, take on the big problems, and not be afraid to get my hands dirty. Recently, the... 

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