Andy DanielsHow can IT service desks prepare for GDPR compliance?The General Data Protection Regulation (GDPR) is a game changer in the data privacy and protection arena. Coming May 25th, this regulation…Mar 29, 2018Mar 29, 2018
Andy DanielsTop 5 worthy reads: Before kickstarting your GDPR journeyFive worthy reads is a regular column on five noteworthy items we’ve discovered while researching trending and timeless topics. This week…Mar 19, 2018Mar 19, 2018
Andy Daniels8 IT help desk metrics & KPIs to measure performancePeople often say “what gets measured gets improved,” but they rarely say what, exactly, should be measured. With the recent developments in…Dec 28, 2017Dec 28, 2017
Andy Daniels6 Steps to Implement Successful ITIL Change ManagementIntroductionDec 12, 2017Dec 12, 2017
Andy DanielsSurvey reveals 82 percent of ITSM professionals believe IT jobs will get harderAs an ITSM professional focused on consistently providing quality service, it‘s easy for certain things to slip your mind. For example…Aug 18, 2017Aug 18, 2017
Andy DanielsHow to build an effective help desk knowledge base (KBase)An infographic on how to build an effective help desk knowledge base (KBase) to improve agent productivity and customer satisfaction. Best…Jun 16, 2017Jun 16, 2017