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  • Is it shift left, shift right or shift anywhere?

    Posted by: Dr Don Page
    21/03/2017

    By Dr. Don Page, ITSM Strategic Director, Marval Software   Support organisations are always looking for an improved customer experience, one with enhanced service and customer outcomes. That’s not news. What’s new is the...

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  • You Have Been Warned: How To Respond Effectively To Security Breaches

    Posted by: Chris Harris
    20/03/2017

    By Chris Harris, Support Analyst, Marval Software   According to the Global ISACA report, 83% of Organisations believe that cyber attacks are among their top three threats. It’s hardly surprising. Cybercrime becomes more...

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  • Making a Difference: How ISO20000 Can Help Form Good Habits in Customer Service

    Posted by: Richard West
    14/03/2017

    “Good habits formed early make all the difference”. This quote by Aristotle is very relevant to the culture and operations at a Service Desk that really wants to make a difference in Customer Service. Read on and I’ll show you...

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  • Change Management Is All About Peopleā€¦ And Physics

    Posted by: Greg Pritchett
    13/03/2017

    To quote ancient philosopher Plato, “The City is what it is, because our Citizens are what they are”. Spot on: People have always been an organisation’s greatest asset – and challenge. By Greg Pritchett, Managing Director...

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  • A Race Against Time

    Posted by: Dean Johnson
    13/03/2017

    By Dean Johnson, Application Support Analyst, Marval Software The phone rings - and the race begins. When you work at a busy Service Desk, the day can be a race against time. The moment you log the customer’s call in the system, the clock...

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  • Girl Talk: From A Geek To Another

    Posted by: Jess Hill
    08/03/2017

    By Jess Hill, Application Support Analyst, Marval Software See this photo? This is me, age 13. Confused, a bit sad, feeling alone and occasionally angry at the universe but mostly just in total denial –a normal teenager, I suppose. As a...

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  • Above and beyond the call of duty

    Posted by: Julian Ratcliffe
    07/03/2017

    By Julian Ratcliffe, Sales Coordinator, Marval Software   Last week, prior to going away for a long weekend in Chester, I ordered a t-shirt from a very well- known and popular high street retailer. Deciding that I wanted to take it with...

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  • Ready-To-Act: A Quick Step Guide For Managing Major Incidents

    Posted by: Dr Don Page
    07/03/2017

    In a perfect world, requests would be managed promptly and efficiently, major incidents would never happen and customers would always be happy. Perfect worlds simply do not exist. But this is the real world, stuff hits the fan. Seconds of...

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  • From Floppy Disks to Digital Transformation: A Nostalgic Review of IT Service

    Posted by: Robert Hall
    07/03/2017

    By Robert Hall, Support Analyst, Marval Software Thinking back to when I started working in IT during the late 1980s, I can remember a number of things that have long since disappeared from everyday use. For example, the 8- inch floppy...

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