Pay Attention to Customer Journeys Before Automating Support
Initiatives to integrate chatbots or voice recognition tools that do not take the customer’s experience into account...
Be Proactive to Prevent Staffing Holes
We all know that we have two weeks, at most, to fill a position, but too often we are stuck either hiring warm bodies or p...
3 Ways to Overcome WFH Fatigue in Your IT Department
More tickets, less human contact is a recipe for burnout. Here are some concrete suggestions for how to help ensure your I...
THE STATE OF SERVICE MANAGEMENT IN 2021
This report, focusing on the state of service management in 2021, provides service management and technical support leader...
Why Courage Matters in IT Management
A lifelong quest to find the universal values all humans seek out leads an IT manager to understand the importance of taki...
Use Tech to Improve the Authentication Process
Authentication is necessary, but it shouldn’t come at the cost of the customer experience, and too often customers r...
ITIL 4 - Finding Your Pathway Workshop
Brief Overview of the Workshop :  Our November members workshop was on 'ITIL®4 - Finding Your Pathway...

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