ITSM Should Be the Star, Not the Wallflower, at Your DevOps Party
Support is often the forgotten partner in any DevOps initiative. Where we have come a long way in making sure developmen...
More than a Ticket: Customer-Focused Experience Design in ITSM
The support ticket is the lifeblood of any service desk. To many, it is the end, the beginning, the alpha and the omega,...
Working in Support Is a Career! My Journey to Find My Passion as a Support Advisor
Trying new things can be scary. Taking your career in a totally different direction after being laid off, with an infant...
Metric of the Month: Customer Experience
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Death to the Term Soft Skills: Writing Is a Hard Skill All Support Pros Need
I admit it. I hate the term "soft skills" and want everyone to stop using it. Right now. It's vague, it...
Optimize the Fulfillment Process for Just-in-Time Delivery
As a business grows, the need for technology increases. However, technology comes with a costoften quite a high price ta...
Making Customer Experience Surveys More Actionable
Having a customer satisfaction survey doesn't mean you have insight into what frustrates your customers. The score f...

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