A few quick notes;
- arrange to get SLA for VLE from Surrey / UCL
- ITIL – look at reporting for helpdesk, i.e., RT and TRAC to focus on 1) spend at which picked up (first contact), and speed to complete the job
- ITIL – service catalogue – what is it? why are others getting excited about it?
- Colin Powell’s 13 rules of life 🙂
- Martin Stubbs – MMU – see blog – it sounds like he’s trying to categories services in a similar way to us. Interesting to see how he’s representing the information