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InvGate Blog

Vawns Murphy

Irish mum of 3. ITIL V2 Manager (red badge) and ITIL V3 Expert (purple badge). SDI Managers certificate. Further qualifications in COBIT, ISO 20000, SAM, PRINCE2 and Microsoft. Author of itSMF UK collateral on Service Transition, Software Asset Management, Problem Management & the "How to do CCRM" book. Reviewer for the Service Transition ITIL 3 2011 publication.
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Recent Posts

10 Tips for Handling an Angry Customer

Posted by Vawns Murphy on October 16, 2019 at 2:30 PM
It’s never fun dealing with complaints and customer escalations, especially when things get heated or contentious. But it definitely helps if you employ a consistent approach that ups the likelihood of your complaint-handling success. Here are ten tips to help you handle your angry customers.  
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Topics: IT support

5 Ways to Overcome Superhero Syndrome in IT Support

Posted by Vawns Murphy on October 9, 2019 at 4:54 AM
Let’s face it. Everyone loves a superhero. The Avengers, Batman, even Mighty Mouse (or is this just me showing my age?). IT departments are generally sources of heroes – our IT heroes. We all know that one person who seems to singlehandedly save the world (or at least the business) day-in-day-out. That person who knows everything about the business and its systems and who isn’t fazed by anything.
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Topics: IT support

IT Asset Management Myth Busting

Posted by Vawns Murphy on July 5, 2018 at 7:20 AM
 So, here’s the deal. IT asset management (ITAM) as a capability is something that can really help your organization to get a handle on what’s being used within your IT environment. Done well, it can save your organization money (including third-party spend), drive operational efficiency, and mitigate risk. All too often though, people get bogged down in the detail of ITAM or find excuses (often myths) which prevent them from starting out on what should be a very successful ITAM journey. So, let’s separate the fact from the fiction, with some good old-fashioned myth busting.
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Topics: ITAM

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