The Service Desk and IT Service Management blog | Sophie Danby (2)

Sophie Danby

Sophie is a freelance ITSM marketing consultant, helping ITSM solution vendors to develop and implement effective marketing strategies. She covers both traditional areas of marketing (such as advertising, trade shows, and events) and digital marketing (such as video, social media, and email marketing). She is also a trained editor.

Sophie Danby - April 5, 2023 - 10 min read

The Definitive Guide to Hardware Asset Management (HAM)

Hardware Asset Management (HAM) is an essential component of IT Asset Management. Done well, it can reduce costs and ensure the correct equipment is available at the right time for the ...

Sophie Danby - March 30, 2023 - 5 min read

IT Governance vs. IT Management: What's the Difference?

There's so much confusion around IT governance right now that sometimes...

Sophie Danby - March 27, 2023 - 7 min read

Help Desk vs. Customer Service: Different Tools for Different Purposes

In the same way that a CRM and an ITSM tool are not equal, help desk and...

Sophie Danby - March 23, 2023 - 14 min read

10 Self-Service Portal Best Practices to Ensure Self-Service Success

Looking for help building your company's IT self-service portal? Then this...

Sophie Danby - March 15, 2023 - 12 min read

IT Governance: Definition, Frameworks, and Best Practices

IT governance is the glue that holds the rest of IT Service Management...

Sophie Danby - March 8, 2023 - 7 min read

7 Signs You Need IT Support in Your Organization

It's pretty common for most organizations to haveIT support. But does it...

Sophie Danby - February 15, 2023 - 7 min read

What is IT Support? Definition, Scope, Benefits, and Tools

Are you wondering whether to include IT support in your business? Then...

Sophie Danby - January 25, 2023 - 6 min read

Why and How to Set up a Tier 4 Help Desk

The tier 4 help desk is the final layer in the 5 levels of IT support. Its...

Sophie Danby - January 18, 2023 - 7 min read

What Does Tier 3 Help Desk Do? Duties, Skills, and Examples

Tier 3 help desk is the fourth layer in the five levels of IT support. Its...

Sophie Danby - January 5, 2023 - 8 min read

The Basics of Tier 2 Help Desk

The tier 2 help desk is a key player in the IT support operating model....

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