Managing the Changes Deployed by Your Cloud Vendor
Yikes! My Cloud host service made a change; now my services aren't working anymore! Let's say you have outsour...
Clouding Your Judgement
Use Lessons Learned from the Cloud to Optimize Your Service Management Unless you've been stuck under a technologi...
Next-Generation Service and Support in a Mobile-First, Cloud-First World, Part 2
If the rate of change on the outside exceeds the rate of change on the inside, the end is near. - Jack Welch In Next-G...
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 more ...
Customer Service Excellence: Now More Than Ever
This year, I was fortunate enough to be accepted to present at itSMF-UK's conference in London, ITSM16. The topic I ...

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