HDI 2016 Conference & Expo: Customer Service

HDI 2016 Conference & Expo: Customer Service

Customer satisfaction is pivotal to the success of service desks in every organization. How do you achieve exceptional customer service? Hear from some of the speakers and influencers at HDI 2016 Conference & Expo. I had the honor of speaking with Inc. Radio at the recent HDI conference concerning customer service and IT service management. […]

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HDI 2016 Conference & Expo: Enterprise Service Management

HDI 2016 Conference & Expo: Enterprise Service Management

Service management isn’t just for IT anymore. Departments outside of IT are understanding the benefits and incorporating the process of service management, and IT is taking the lead. Hear from some of the speakers and influencers at HDI 2016 Conference & Expo. I had the honor of speaking with Inc. Radio at the recent HDI […]

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HDI 2016 Conference & Expo: ITSM Growth

HDI 2016 Conference & Expo: ITSM Growth

Technology is ever-changing. How has IT service management grown from the basics of hardware and software to strategic leaders? Hear from some of the speakers and influencers at HDI 2016 Conference & Expo. I had the honor of speaking with Inc. Radio at the recent HDI conference concerning customer experience management and IT service management. […]

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All Things ITSM Interview – ITSM and the Customer Experience

All Things ITSM Interview – ITSM and the Customer Experience

At Fusion 2015 in New Orleans, I was interviewed by All Thing ITSM. Questions posed: What experiences have you had in translating IT’s efforts into significance for the business? Do you see IT departments determining value in splendid isolation of the business or do they engage their business partners? What role does customer experience management have in IT service […]

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What do IT and the business need from each other to thrive?

What do IT and the business need from each other to thrive?

The relationship between the business and IT is maturing now. IT needs to have much more opportunity to help with decisions within the business. I think it is important for IT and the business to be successful that we are making decisions collectively. The business does not want to go down a path for a […]

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What do ITSM professionals need to be mindful of in the next couple of years?

What do ITSM professionals need to be mindful of in the next couple of years?

The biggest shift we see now in the industry is the closing of the gap between IT and the business. IT must learn more about the business and understand how IT can best support strategic initiatives. However, to successfully close the gap, IT needs to develop more in-depth business acumen and a stronger knowledge of […]

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© 2017 Julie L. Mohr