The Myth of Proactive Problem Management – Part 2
This post is part 2 of a four-part series by Adam Krob and Bill Stockton. See Adam Krob’s Part 1 […]
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No More Nonpologies: Apologize to Customers Like You Mean It
There are about one thousand varieties of insincere apology. There’s the smirking “Sorry if you were offended” apology which blames
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Turbocharge Your Metrics with Benchmarking!
Most service and support organizations make improvements only incrementally, through trial-and-error. As a result, fewer than 10% ever achieve world-class
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IT Governance: 5 Ingredients to Kick-Start Your Value Delivery
Stephen Mann’s Top 10 ITSM Challenges for 2013 considered “IT cost transparency” and “value demonstration” as two top ITSM challenges.
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Considering a New ITSM Tool? Remember the Stakeholders
I recently facilitated a meeting of the HDI Desktop Support Forum in Dallas, Texas. During a discussion about getting metrics
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The Myth of Proactive Problem Management – Part 1
Aesop’s fable of the fox and the grapes is a familiar story. We work hard to get toward a goal,
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Next-Generation Service and Support in a Mobile-First, Cloud-First World, Part 1
“It ought to be remembered that there is nothing more difficult to take in hand, more perilous to conduct, or
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The Value of Time
Be mindful of your customers’ time when you deflect calls and contacts and provide self-service solutions “Time is money.” – proverb
What Works in Training: Guiding Attention
One of the things that has been proven by research to work with training is guiding learners’ attention to what
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When Troubleshooting, Keep It Simple
The year was 1988. I was an 18-year-old airman recruit stationed at the Naval Air Technical Training Center (NATTC) in
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