Author Archive

Focus On The Outcome

Have you heard the phrase that you can’t see the wood for the trees? Well, this is what this article is all about. I see this all the time, people in the thick of things and they’re lost, doing the same things over again with no clear reason...

Is This A Good Place To Work? How to discover if you have happy people

Are your team truly happy? It can be very difficult to tell. Robin offers up 10 questions that will help you understand what makes your team tick, engage with employees and create happy people who care about their work.

Service Desk Improvement Plans That Work

I thought I’d share some thoughts on why I believe improvement plans fail and how to create a plan that avoids these issues. I’ve seen my fair share, even created a few, but when I reflect on all the renditions of Service Improvement plans, Get Well Plans or...

Planning For Self Service – 10 Things To Consider Before You Start

Before deploying any new service to the Service Desk it's crucial that some thought goes into it and Self Service is no different. This article outlines 10 things to consider before you even start...