Service Management
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Service Management
  • Digitisation propels the service management desk beyond internal support
    There used to be an advert in the late 1990s in which a company’s e-commerce site failed and the CEO asks: "Who is responsible?" Website failures – such as the spikes that occur during peak sales promotion periods – are a way of life for IT people; but their lives are about to get altogether more complicated – especially when, as businesses launch more digital services, those services impinge on traditional IT.
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