Process automation is not just about eliminating manual tasks and cutting costs. It is the "silent resolution" happening behind the...

In our first article , we looked at the technical side of Service Design. This approach is most familiar to technically focused business...

Have you ever wondered what keeps businesses running like well-oiled machines? Well, let me introduce you to the unsung hero of the tech...

Organisations have a choice; they can prepare for, or suffer from an inevitable technical incident. Major Incident Management (MIM)...

Service Design is a set of practises that seeks to optimise and improve customer experience. However, the way that individual...

This is the first of a two-part series of articles exploring the often overlooked importance of human factors in IT Change Management. In...

Self-service portals that are included with most ITSM toolkits are heavily focused on functionality such as search, self-help, ticket...

Maintaining stability and efficiency across IT services is crucial for organisations of all sizes, and our client's recent international...

So you’ve had a dig around in the world of automation and like what you see? You’re not alone – automation is consistently one of the...