A Map for Service Desk Improvement
In my article, Is Your Organization Good at Getting Better?, I discussed the importance of developing the organizational capability of continual improvement. […]
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Featured Article
How IT Proved Its Worth in 2020
In the face of the COVID-19 crisis, IT showed incredible innovation and resolve, and silos were broken down between IT
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Employee Engagement is a Vital Part of the IT Mission
A good IT experience may be the key to improving employee engagement, but too often IT initiatives to improve employee
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Using Value to Sell Improvement Initiatives
Many organizations are starting to evaluate all the components that make up their operational model. It’s more important than ever
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Creating a Compelling Purpose Statement for Knowledge Management
Knowledge management requires breaking down long-established silos within the organization. Communicating the “why” of knowledge management in a clear way
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7 Ways Technical Support Agents Can Make Their Customers Feel Important
Customers, either internal or external, are people first. Treat them as such and you will stand a better chance of
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IT Women: We Can Do Better
I’m old school. I still take notes by hand, with a mechanical pencil in a moleskin notebook. I’ve done this
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Setting Up a Problem Management Practice
In Problem Management Defined, I discussed the basics of problem management. Then, I talked about the importance of problem management and
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The Value of Measuring Customer Satisfaction
Customer satisfaction (CSAT) is the result of delivering satisfactory services, providing easy access to these services, and offering unique capabilities
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