Continually improving the customer experience and satisfaction with service support is a goal of every service desk. While there…
Customer Experience
Tag Archive: #ITIL
When you set all other considerations aside and look at your service desk from the customer’s point of view,…
Customer Experience
Agile has become increasingly popular and is now a major force in the development world. It originated from the…
Business Innovation
I have noted on several occasions that the service desk’s two major goals are: (a) maintaining or improving customer…
Customer Experience
I often get the question, what is the difference between a Key Performance Indicator (KPI) and a metric? Or,…
Digital Marketing
With many technological advancements in the service support industry regarding analytics and metrics, help desk managers can now monitor,…
Customer Experience
While agile design efforts is current best practice, there remains a tremendous amount of work being constructed according to…
Product Management
Information Technology Service Management (ITSM) is the framework for delivering technology within a business. While often interchanged with Information…
Business Innovation
When choosing to outsource a current product or service to an external supplier, a main objective is to maintain…
Strategy
Cloud computing, mobility and other emerging technologies are fueling a sweeping change in how organizations deliver and support IT…
Cloud Computing