Start with Reporting, then Measure For Success
Measurement is always going to be key to success in business and in your IT efforts for that business. What […]
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Service Management
Bringing CX and IT Leaders Together for AI Strategy Success
Forget robots taking over and stealing jobs! 2024 is about augmenting us, the human heroes, with the superpowers of conversational
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Bringing Microservices to the Service Desk
There’s a term floating around the development world that the service desk can adopt. It’s called microservices. In the application
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9 Guiding Principles for Service Management Leaders
If you’re involved in any aspect of service management, then you are probably familiar with the many challenges involved in
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The Role of the Service Desk in the Cybersecurity Kill Chain
Observations from the Field In the more than 20 years I’ve been working in the cybersecurity and service desk industry,
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Is Your Workforce Innovation Ready?
Workforce management focuses on ensuring you have enough people to staff the phones, do the daily work, and so forth,
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Measuring Service Quality as Part of Performance Management
The goal of service management is to monitor and optimize the use of people, process, and tools to perform services
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Understand the Customer Experience Journey
Imagine a support center with a competent level 1 support team. A level 1.5 team receives warmly transferred calls and
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Zero-Strategy: Disruption Through Reduction
Innovation is more than just a trend; it has become a requirement for organizations that want to stay competitive in
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How to Introduce Effective Knowledge Management
Everyone who has ever endeavoured to introduce knowledge management has done so with the intent of making it valuable to
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