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 positive 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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How Do We Solve Problems in IT?

How Do We Solve 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 super charged the dishwasher. But his approach to solving problems and improving households represents something important for IT professionals facing problems […]

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The Road to Customer Satisfaction

The Road to Customer Satisfaction

Customer Experience Management is a strategic focus on managing all interactions with a customer across the entire experience with a product or service. Organizations need to engineer a customer experience that creates a vision of what they want to provide, distinguishes services from the competition, and creates loyal customer advocates that tell others how great […]

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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 in 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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Career Pathing Made Simple

Career Pathing Made Simple

In any support organization, it is important to develop a clearly defined career path. The career path sets expectations with staff on what opportunities are available for growth within the organization. Most employees will want to develop their skills and grow their potential over time. If growth opportunities are not available, the career-motivated employees will […]

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Why Do Values Matter in Business?

Why Do Values Matter in Business?

In an organization, values are as important for success as they are for an individual. In my career I have worked with companies that compromised their values and I have witnessed the impact of this decision on both customers and internal staff. If an organization is willing to “cheat” the system for its own gain, the line between ethical and unethical behavior becomes […]

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Create a Simple, Yet Meaningful Marketing Message

Create a Simple, Yet Meaningful Marketing Message

When designing a new customer experience, you need to first build a successful platform. This starts with developing a meaningful marketing message. Not a long vision statement that establishes a common goal for the organization, but a message that simply and cleanly tells your customers about your service. Great platforms also elicit an emotional response […]

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Service Transition: Critical Success Factors

Service Transition: Critical Success Factors

For years organizations have struggled with the management of change. We know that we need to change. We just do not do a good job of planning and managing change within the IT Organization. Three critical success factors can help your organization to manage transition more successfully. Transition Planning and Support How do you more […]

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© 2017 Julie L. Mohr