With their falling productivity, ubiquitous backlogs, and challenges of resource orchestration across a diverse workload, IT workgroups industry-wide are in real need of how-to guidance in method and approach. Most technical problem-solving is done not by the Service Desk, but by workgroups with pressures other than support, also designing, maintaining and integrating systems. Using training material from his ‘Mastering IT Support Delivery’ curriculum of professional qualifications, Noel Bruton will demonstrate proven solutions to this universal IT problem.
• How to predict demand that your ITSM software cannot (i.e., most)
• Using the RMAP Quadrant to make sure everything gets covered
• Mastering 'Ringfencing', the secret weapon of the tech resource manager
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