Operationalizing Problem Ownership
We often consider ownership an individual responsibility rather than an organizational effort. Here’s why that should change, and how to […]
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Business Continuity
Why We Must Cultivate Digital Dexterity in Our Organizations
Digital solutions only work as well as those who are wielding these new tools. We must encourage team members to
Why We Must Cultivate Digital Dexterity in Our Organizations Read More »
Improving the Art of Communication
Communication is an essential skill we use to build connections and relate to one another, but one we often have
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Should IT Service and Support Get into the Metaverse?
An IT service veteran weighs the pros and cons of investing resources into this hot, new technology, and feels the
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WFH is Here to Stay; That’s Likely a Good Thing
The sky didn’t fall when your team was sent home to work. Now, employers must provide true options for those
WFH is Here to Stay; That’s Likely a Good Thing Read More »
XLAs – An Actionable Approach to Drive Stakeholder Value
Simple surveys may mask deeper problems in your IT service process. Here is a method to ensure the best experience
XLAs – An Actionable Approach to Drive Stakeholder Value Read More »
Put the Customer or Client at the Heart of Your Decision-Making
Traditionally, engineers have created new products for tech firms, not end users. This old-school way of thinking must be flipped
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What is KCS Thinking and Why Does it Matter?
An overview of a method to encourage documentation of problem-solving to ensure continuity in IT service and support across your
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Making Support a Competitive Advantage in the Digital World
Too often, IT-based companies have neglected the in-the-moment customer service that is required when things go wrong. That’s because those
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The Biggest Security Threats to a Mobile Workforce
As the remote workforce expands exponentially, many workers are doing critical day-to-day work on their mobile phones. This creates a
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