Part 1 Järfälla Municipality– A helpful IT department in an operation facing major challenges

The municipality of Järfälla in Sweden has implemented a major internal change of IT. This has resulted in dissatisfaction among users. The IT department at the municipality of Järfälla has chosen to introduce Zero Level support in order to create a happier organisation and a more positive image for the IT department. I will be following their progress with the introduction of Zero Level support in a series of blogs. In the first one, I will be telling you all about the IT department’s targets and challenges.

Read more

What governs our behaviour and how does this affect our ability to deliver support?

What governs our choices? We make lots of decisions, consciously or subconsciously, as soon as we get out of bed, and the number of decisions accelerates during the day at home, on the way to work and at work. Maybe even earlier if you belong to the majority who start by checking out what’s happened in the outside world while you’ve been asleep. More than 50% of us, for example, check Facebook, email, Twitter, etc. before we even get out of bed in the morning. We’ve probably stopped wondering why, we just do it because it’s become a habit or, maybe in this case, a bad habit.

Read more