How you communicate a service outage is important to your customers and for your peace of mind.
Date Published April 24, 2019 - Last Updated December 17, 2019
What is your worst service desk nightmare? Knowledge base adoption? Employee engagement? Call spikes? Lack of adherence to standard operating processes and procedures?
Date Published April 19, 2019 - Last Updated January 20, 2023
Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Date Published April 10, 2019 - Last Updated December 17, 2019
Opinions about ITIL are varied, but almost everyone agrees it has given information technology (IT) a common language. ITIL 4 brings a major conceptual change.
Date Published March 27, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Doug Tedder about Enterprise Service Management, the VeriSM™ approach, the value of training, and more.
Date Published March 21, 2019 - Last Updated December 17, 2019
Enterprise service management enables organizations to utilize a single operating model for all providers that offer goods and services internally.
Date Published March 20, 2019 - Last Updated December 17, 2019
How do you know that your self-service portal is effective? Take a close look at your analytics.
Date Published March 19, 2019 - Last Updated December 17, 2019
Roy Atkinson and Phyllis Drucker discuss, innovation, self-service portals, enterprise service management, and much more.
Date Published March 8, 2019 - Last Updated December 17, 2019
IT organizations that struggle to describe how they deliver value describe value in terms of technology or activities or cost rather than in terms of business value.
Date Published March 6, 2019 - Last Updated December 17, 2019
How do you manage the changes being implemented by your cloud hosting vendor that could adversely affect your services and your customers?
Date Published February 27, 2019 - Last Updated December 17, 2019