For a successful service catalog implementation, you’ll need to agree on the definition of service and understand your customers’ needs.
Date Published June 10, 2020 - Last Updated December 10, 2020
You need to choose metrics that have realistic SLAs and make sense to every stakeholder they affect, not just your service desk team.
Date Published June 2, 2020 - Last Updated December 10, 2020
Industry experts and practitioners discussed the future of service and support in this one-day virtual summit.
Date Published May 29, 2020 - Last Updated December 10, 2020
The IT culture we’ve known will not survive in the 2020s. It is up to us whether IT provides the competitive advantage that helps our companies survive.
Date Published May 27, 2020 - Last Updated December 10, 2020
Enterprise Service Management extends the use of service management practices, processes, and tools across business units outside of IT.
Date Published May 26, 2020 - Last Updated December 10, 2020
With competition so high and failure so public, a CSAT program gives your company the data it needs to ensure the customer experience remains positive.
Date Published May 19, 2020 - Last Updated December 10, 2020
Whether we call it a process or a practice, if we aren’t engaged and working together collaboratively, we won’t produce value for the business.
Date Published May 14, 2020 - Last Updated December 10, 2020
Crises and remote work have created the need for greater thoughtfulness, transparency, and communication from service and support leaders.
Date Published May 13, 2020 - Last Updated December 10, 2020
Customer experience for a service desk is more important than ever, because being able to serve and retain customers is more challenging than ever.
Date Published May 5, 2020 - Last Updated December 10, 2020
Roy Atkinson interviewed Ben Brennan on metrics and customer experience for IT and technical support.
Date Published April 14, 2020 - Last Updated December 10, 2020