Most service and support organizations make improvements only incrementally, through trial-and-error. As a result, fewer than 10% ever achieve world-class […]
Turbocharge Your Metrics with Benchmarking! Read More »
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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I recently facilitated a meeting of the HDI Desktop Support Forum in Dallas, Texas. During a discussion about getting metrics
Considering a New ITSM Tool? Remember the Stakeholders Read More »
Aesop’s fable of the fox and the grapes is a familiar story. We work hard to get toward a goal,
The Myth of Proactive Problem Management – Part 1 Read More »
“It ought to be remembered that there is nothing more difficult to take in hand, more perilous to conduct, or
Next-Generation Service and Support in a Mobile-First, Cloud-First World, Part 1 Read More »
Be mindful of your customers’ time when you deflect calls and contacts and provide self-service solutions “Time is money.” – proverb
One of the things that has been proven by research to work with training is guiding learners’ attention to what
What Works in Training: Guiding Attention Read More »
The year was 1988. I was an 18-year-old airman recruit stationed at the Naval Air Technical Training Center (NATTC) in
When Troubleshooting, Keep It Simple Read More »
I recently read a blog post advising customer service people that they should never say, “I don’t know.” The writer
Customer Service: Talk the Way People Talk Read More »
Wow! Did you read the title of this article? OK, you most likely did. And perhaps that’s why you’re reading
Continual Service Improvement is NOT a Service Lifecycle Stage Read More »