Don’t throw away ITIL just because of 'new' challenges

Obsessive arguing about ITIL and best practice definitions has caused the IT industry to lose sight of much bigger and more pressing problems.  That was the view put forward in an article on ServiceDesk360 which urges us to stop arguing the fine details of ITSM and collaborate to improve the bigger picture.  

Why it’s not too late for IT to embrace mobile (without compromising the infrastructure)

Recent research from Gartner suggests that IT operations who are considering shifting emphasis to mobile are already too late, citing the fact that the installed base of mobile PCs and smartphones sailed past the number of desktop PCs as far back as 2010. 

SupportDesk 8: making IT support easier than ever

SupportDesk 8 from Richmond Systems has been built to make IT support easier than ever, with more than 60 new features including major upgrades to service catalogue and change management processes, and a complete refresh around ITIL 2011.

IT managers feel the mobile/cloud fear and do it anyway

IT managers in the UK are united in their concerns about mobile devices and cloud in the workplace, with 71 per cent worried about security issues and more than a third doubting they can centrally control such technology, according to a study by YouGov.

Exclusive preview of SupportDesk 8

Development of Richmond SupportDesk 8 is in the final stages ready for release in the next few weeks.  There are more than 50 new features, all designed to help improve your support processes and help you work more efficiently.

Helping customers deal with service desk challenges

We’re pleased to welcome Billy Fowler to the Richmond Systems team.  Billy is working alongside our sales team and his focus is learning about the challenges our customers are facing in these difficult financial times.  He is also keen to understand how IT support industry is evolving and discover innovative ways that Richmond can help improve the delivery of IT services.

Europe told to invest in ICT to save economies

European businesses could smash their growth forecasts by five per cent if their investment in ICT matched their US counterparts.

Research by Oxford Economics says that faith in technology shown by US businesses gives them a significant financial advantage over other Western economies. It is estimated that if European organisations matched this level of spending, they would pump €760 billion into the economies of their member states.

According to the research, Spain and Italy are main laggards, while the UK is closest to the US in terms of IT maturity.

“There is a dire need for Europe to improve its productivity, and investment in ICT is the trump card to achieving this. But national governments must prioritise ICT investment more effectively and focus on creating the right conditions for investment,” says Fabio Colasanti, president of the International Institute of Communications.

Why Google and YouTube will never replace the service desk

Will self-help found through Google and YouTube negate the need for a service desk? This was the question posed by ServiceDesk360, with research indicating that young people prefer to consult social media and video tutorials when trying to fix IT issues, rather than contacting the support department.