Cherwell IT Service Management Blog
Resources, Best Practices, and Solutions for ITSM Pros

Tony Probert

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Survive or Thrive – What Will Happen to Your Service Desk?

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The longer I am in the ITSM industry, which is now more than 20 years, I fear for those hard working dedicated Service Desk professionals expected to meet increasing business demands without the tools and support needed to succeed.In these economically challenging times, companies are deferring new system investments but expect increased services and efficiencies. For many IT departments and Service

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Is trust important when selecting a Service Desk tool?

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When an organisation searches the market for a new ITSM solution, or any new solution for that matter, whether they get what they really want depends on a number of key factors. The technical functionality of a solution to meet business requirements is one thing, but what I believe to be key is the trust a customer develops with its

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What Can ITSM Learn from the Timpson Group?

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At the recent U.K. SDI conference, I was surprised — at first — to hear a keynote address from James Timpson, the MD of the Timpson Group. For those of you outside the U.K., Timpson is a successful family business and the U.K.’s largest shoe repair, key cutter, engraver, and watch repair business. John and his father run the business — 3,000

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