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  • Walk a Mile in their Shoes – Karen Ferris

    Walk a Mile in their Shoes – Karen Ferris

    I was recently reflecting back on a couple of organisations that I have worked for in the past that tried to bring the customer experience as close as they could to employees. Many refer to these types of programmes as ‘customer immersion’ but for me that conjures up some sort of full submersion below water!
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  • Process Vs tools – The Argument continues…

    Process Vs tools – The Argument continues…

    This blog follows on from the recent post from Phyllis Drucker and stems from my recent experience delivering Service management tools training for Service desk professionals. I recently delivered this  foundation training on Service Desk tools for Process owners. The course outline and prerequisites were communicated well in advance and when I stepped in for the first day, I
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  • Taking the “Me” Out of Customer Service

    Taking the “Me” Out of Customer Service

    I’ve always been a stickler for customer service, with somewhat of a black and white view – good (or even great) customer service versus poor customer service. And I’d probably be vocal about both. Imagine me as a Jekyll and Hyde customer – polite, courteous, and appreciative until I feel that customer service is lacking.
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  • ITSM Will Play a Key Role in Digital Transformation Initiatives

    ITSM Will Play a Key Role in Digital Transformation Initiatives

    Objectives are to drive employee productivity and improve innovation Advancing how employees collaborate, as well as recognizing and acting on improvement initiatives, and improving productivity are key objectives of any digital transformation effort. A recent survey (September 2015) of digital transformation conducted by McKinsey reported that just over half of respondents identified improving existing business
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  • An Opportunity to “Engage”

    An Opportunity to “Engage”

    The conference season is starting again and I am off to BMC Engage next week. It will be interesting to see and hear what is new at this giant of IT. I am lucky to be invited to events from industry-leading technology companies and this is one event that I would be crazy to pass
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  • TFT13 – Daniel Billing – Small Room, Lots of Space

    TFT13 – Daniel Billing – Small Room, Lots of Space

    The key to a more efficient and reliable service delivery is spelled automation. The advantages are many, it not only reduces resource utilization, eliminates human error and shortens the lead time for delivery, automation also creates engagement and contributes to a change in behaviour. A modern service management system allows the customer to have full
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  • Bring Your Own Eco-System

    Bring Your Own Eco-System

    Just a few days after my last blog (published on the ViFX website) on the growing need for remote support as BYOD gets bigger, this fresh story came in from CIO magazine: http://www.cio.com/article/736596/BYOD_Runs_Wild_at_Most_Global_Companies The main point raised here is that companies are still catching up with how personal devices are being used on the network, and
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  • TFT13 – Mark Kawasaki – The Practitioners Road

    TFT13 – Mark Kawasaki – The Practitioners Road

    Not your usual industry buzzword bombast, this is a practitioner biopic. I spent a long 14 years navigating my way through the IT maze, learning a lot, making mistakes, and trying to make my bosses happy. To be honest, like many practitioners I didn’t know any different. I suffered through my struggles without anywhere to
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