Taking the “Me” Out of Customer Service
When you’re giving, or receiving, good customer service do you stop to consider these four points? They could help improve your experience.
Service Desk Basics: What to Do When the End User Doesn’t Respond?
How should a service desk deal with end user unresponsiveness? Here we look at 10 opinions sourced from the Back2ITSM Facebook group. Read more here.
The Consumerization of IT – A Decade of Distraction
With the consumerization of IT continuing to drive employee expectations of corporate IT, how will this potentially disrupt the way companies deliver IT?
Where is the ITSM Industry Going?
This article offers a deep dive into Naavia’s latest survey of the ITSM Industry makes for an interesting read. See more here.
Reaping the Benefits of Technology Business Management
Stephen Mann looks at the results of a Technology Business Management (TBM) Council and KPMG survey and shares its insights.
Is Better IT Insight Finally In Sight? And I’m Not Talking Big Data
Forgetting Big Data, just how good is your average corporate IT organisation at analysing its IT performance data?
No CIO Ever Got Promoted For… Control and an Obsession With Process Optimisation Don’t Cut It
CIOs need to do so much more than managing the IT infrastructure, and business applications, if they want the oft-discussed “seat on the board”. Read more here.
Interop: Is “Cloud” A Bad Word If You Want to Sell IT Products and Services?
Heading to Interop, what exactly can the event offer an ITSM professional? What can we expect beyond cloud, cloud and yet more cloud?
IT Support Thinking – This Christmas and Beyond, It’s NOT the Thought that Counts
All I want for Christmas is … SaaS, cloud, and BYOD? Is this really what end users and business peers want?
2014 itSMF USA Awards: We’re All Winners When We Share
Stephen Mann asks the itSMF USA regional members of the year to share the three pieces of advice they’d give to service management peers.