New Ways of Working – Same Old Support?
The pandemic continues to change the way people work. Leading up to the “big resign” as people began to decide how they wanted to work,
Phyllis Drucker
December 17, 2021
Phyllis Drucker
Phyllis is an innovative and focused professional with more than 20 years of experience in Business/IT Strategy, Enterprise service management, governance, customer service and support, ITSM tool implementation, HR automation and team building.
After more than 20 years in the support industry, she is taking her thought leadership out to the community by focusing on writing and speaking. In addition to her activities as a blogger, she’s a published author and her book “Service Management Online: Creating a Successful Service Request Catalog” is available through TSO.
She’s also an experienced international speaker, having delivered keynotes and conference breakout sessions since her first speaking engagement in 1997.
You can follow Phyllis on Facebook, Linked In and Twitter or visit her website www.ez2bgr8.com.
IoT and ITSM – How can Service Management Benefit?
Bots, buttons and gizmos galore (thingamabobs, I’ve got plenty) IoT and Internet bots continue to gather steam, with organizations investing heavily in new technology, yet
Phyllis Drucker
July 13, 2017
What is Problem Management? & How to Start it?
This is the second part of a two-part blog series. The first installment looked at Change Management. Unlike change management, a solid problem management process
Phyllis Drucker
June 23, 2017
Finding Excellence: Looking at Change Management
Implementing and benefiting from service management processes is most definitely a marathon, not a sprint, with value to be gained along the way. In my
Phyllis Drucker
June 22, 2017
Do We Still Need Change Advisory Board (CAB)?
A couple of recent client engagements have had me wondering about this question. If Change Management is done properly, do we really need final approval
Phyllis Drucker
June 13, 2017
Service Request Catalog: Failing to Fail
Many IT organizations fail at their first attempt to go online with Service Management via a Service Portal or Service Request Catalog. Today I’ll look
Phyllis Drucker
October 31, 2016
Common IT Pitfalls in the Age of ITSM
Spoiler alert: You may get more value out of ITSM after reading! Much is written about the business value of ITSM and the failure of
Phyllis Drucker
October 17, 2015
PII, PHI Who am I Anyway? A question of security management
Site hacking is a case of ‘when’ not ‘if’ Virtually everyone in IT (or maybe the highly developed world) knows about identity theft and we’re
Phyllis Drucker
May 31, 2015
IT Strategy: Where are we going?
How innovative is your IT organization? Are you looking at ways to embrace current technologies and use them to make your business or organization more competitive in
Phyllis Drucker
March 15, 2015
2015 – The Year of the Enterprise – Service Management
Let’s declare 2015 the Year of the Enterprise and do things that forever change the business’ impression of IT! What can Service Management do to
Phyllis Drucker
February 10, 2015
The Good, the bad and the ugly of Customer Service and Support
I guess it’s a side effect of my role in the ITSM industry, but whenever I interact with a Help Desk or Service Desk, I
Phyllis Drucker
July 16, 2014
Dropping the “IT” from ITSM
We’ve been saying it for years, “it’s time to drop the IT from ITSM” but it’s even more appropriate today than it was when I
Phyllis Drucker
June 17, 2014