Understanding how the correct software application can enhance both deployment strategies and the customer experience by Craig Edge, Chief Consulting Engineer at Wheatley Associates.
To get underneath the skin of the modern Service Department, Service Management and Cognito co-hosted a roundtable event in late 2011. Following on from last...
Karsten Horn, director international sales of the Inventory and Supply Chain Division at INFORM, discusses why crowd sourcing will shake up business processes in 2012....
The key to effectively supporting the modern workforce is to re-examine the IT service desk, says Robert Chapman, Unisys's Managing Director for the UKMEA region...
Emergent is a software that attacks data on the macro scale, monitoring for fluctuations within datasets and helping organisations to spot correlations with customer behaviour...
With cost reductions continuing to dominate the agenda, IT departments need to take a balanced view to cost reduction on the service desk. Mark Lyttle...
Evidence is everything when proving SLA performance in Service Management, as explored by Paul Sparkes, product director of IRIS Field Service Solutions.
Steve Downton looks at the Service Management team's biggest concern, those demanding customers. What sense can we actually make of how happy they tell us...
Maxwell Segal, Innovations Director at GSH, talks about the way innovation occurs within the business environment, and how some of their best service solutions have...
Today the BBC has reported that Google Streetview is going indoors in London, allowing visitors to explore the inside of shops throughout the capital. Using...
Aly Pinder, a researcher in service management at Aberdeen Group, analyses the European approach to parts in the service chain. Aberdeen’s recent June 2011 benchmark...
Steve Downton and Service Management seek to resurrect the not-for-profit discussion group. AFSM UK was a useful not-for-profit organisation allowing service organisations to meet and...
We naturally develop a system of coping with problems, which can inhibit our ability to solve issues completely. Life in modern business is hectic. Once...
The Government's announcement of the scrapping of the NHS centralised database of patient records is another example of projects that just got to big and...
TeenTech initiative strives to involve students in engineering pursuits, showing young people possible career paths. TeenTech is an engineering event for school students created by...
Service Management and DA Systems teamed up to carry out a survey of service providers and their relationship with mobile technology. Responses to the survey...
Research shows that Software as a Service (SaaS) applications, which accounted for little more than 6% of the total Enterprise Software market in 2008, will...
The 365-day countdown until the opening of the Olympic Games has begun, and with 6.6 million tickets allocated, it highlights the huge influx of visitors...
The 365-day countdown until the opening of the Olympic Games has begun, and with 6.6 million tickets allocated, it highlights the huge influx of visitors...
Vehicle tracking is becoming a critical operational tool for many fleets according to the Ctrack Vehicle Tracking Survey, with more than 70% of those utilising...
A number of mechanisms are being considered by companies in their efforts to maintain minimum stocks but optimise performance, and avoid first-time-fix failures caused by...
The rise of Twitter (and its contemporaries) has given customer rage an all new high-profile voice. Smart businesses will be able to subdue the rage...
Roger Parsons joined Fujifilm as a service engineer in 1994, having previously worked for AM International, NCR Saudi Arabia and Hoshanco among others.
GSH Group utilise many disparate service management systems and get them working together to produce great customer service while providing innovative solutions. Saul Sherry went...
Following the recent huge announcement that big players in the Service Management world Masternaut and Cybit were joining forces, I caught up with Bill Henry,...
In today's ?connected? world, there seems to be no end to the different ways people choose to communicate with each other. Communication is no longer...
In the wake of the recent earthquake and tsunami in Japan, companies are struggling with numerous supply chain disruptions from lack of raw materials to...
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