http://www.itskeptic.org/taxonomy/term/17 The taxonomy view with a depth of 0. en http://www.itskeptic.org/node/1121 <p>This post is longer than normal but you may find it entertaining as an example of </p> <ol> <li> how not to do Level 1 support. All the politeness in the world is no substitute for actually listening, and having some understanding of the environment </li> <li>where email-based support (as compared to actually talking to people) can go wrong<br /> <p><a href="http://www.itskeptic.org/node/1121">read more</a></p> http://www.itskeptic.org/node/1121#comments service desk Sat, 06 Sep 2008 14:15:36 -0600 skeptic 1121 at http://www.itskeptic.org http://www.itskeptic.org/node/155 <p>What is it about these big software companies and their inability to come up with decent branding of their products (and companies)?</p> <p><a href="http://www.itskeptic.org/node/155">read more</a></p> http://www.itskeptic.org/node/155#comments Microsoft service desk vendors Wed, 28 Mar 2007 03:27:58 -0600 skeptic 155 at http://www.itskeptic.org http://www.itskeptic.org/node/29 <p>Is it just me or does anyone else think it is a bit rich <a href="http://www.itsmwatch.com/itil/article.php/3618271">IBM lecturing ITIL vendors</a>?</p> <p>After all, this is the company with such a firm grasp of ITIL strategic issues that they sold their service desk product to Peregrine, abandoned to an inevitable brutal death. That's a bit like GM getting out of making engines and then telling other auto makers what they need to make cars.</p> <p><a href="http://www.itskeptic.org/node/29">read more</a></p> http://www.itskeptic.org/node/29#comments classic Skeptic IBM ITIL service desk Mon, 17 Jul 2006 01:41:20 -0600 skeptic 29 at http://www.itskeptic.org