Zero-Strategy: Disruption through Reduction

Zero-Strategy: Disruption through Reduction

Disruption through Reduction Innovation is more than just a trend; it has become a requirement for organizations that want to stay competitive in today’s economy. But many organizations struggle with developing strategies that will genuinely innovate the workplace and serve customers in new ways. Without innovative strategies, your company is likely to underserve its customers […]

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FAQs: What’s Wrong with Our Knowledge Base?

FAQs: What’s Wrong with Our Knowledge Base?

Knowledge Management FAQs When service organizations strive to evolve to the next level, knowledge management is a vital component of the strategic plan. Effective knowledge management contributes significant value to a service organization and reduces the cost of service delivery. But why do so many knowledge management initiatives fail to achieve the anticipated benefits? Why […]

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Service Management and the Cloud

Service Management and the Cloud

With the proliferation of cloud computing services and the promise of cost savings and improved agility, organizations have developed aggressive cloud adoption strategies that have had less than favorable IT service management results. Organizations with an immature service management program are less likely to achieve the expected results from cloud computing due to process ineffectiveness […]

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First. Be A Good Customer

First. Be A Good Customer

Be a Good Customer My children will tell you that I am the worst person to give poor customer service. Why? Because I build customer service organizations for a living. And when I am on the receiving end of a bad experience, it is as if I am critiquing a paper in my head while […]

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How Do We Solve Problems in IT?

How Do We Solve Problems in IT?

Problems in IT Do you remember the television show Home Improvement? Tim “the toolman” Taylor had to have the most powerful tools and often super-sized his approach to solving household problems. I remember the episode when he supercharged the dishwasher. But his approach to solving problems and improving households represents something important for IT professionals […]

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Drive Process Quality: Know Your Error Rate

Drive Process Quality: Know Your Error Rate

Mapping support processes is an important step in creating efficiency n your support environment. Through modeling of the current environment, we can compare what exists today, eliminate any unnecessary steps, and clearly define roles and responsibilities. Once the process is mapped and efficiency achieved, key measurement points within the process help management to measure process […]

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