Monthly Archives: April 2015

Career Pathing Made Simple

Career Pathing Made Simple

Career Pathing In any support organization, it is important to develop a 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 […]

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Why Do Values Matter in Business?

Why Do Values Matter in Business?

In an organization, values are as crucial to 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 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

Building A Platform When designing a new customer experience, you need first to build a successful platform. Building a platform starts with developing a meaningful marketing message. Not a lengthy 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 […]

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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 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 efficiently […]

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Customer Advocacy and Incident Management

Customer Advocacy and Incident Management

The IT organization exists to efficiently provision and support technology to meet business objectives. Technology enables companies to perform their core business processes. When the technology fails, the Service Desk is the first point of contact for the customer into the IT organization and it serves as the customer advocate throughout the Incident Management process. […]

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The Road to Customer Satisfaction WEBINAR

The Road to Customer Satisfaction WEBINAR

The Road to Customer Satisfaction Webinar   This webinar helps organizations to view the customer experience from an ITIL service management perspective. Each of the stages of the ITIL lifecycle is highlighted detailing the customer experience aspects that are required for each stage. This holistic approach will ensure that customer satisfaction is a focus and […]

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Knowledge Management as a Strategy

Knowledge Management as a Strategy

In the information technology industry today, information is our primary asset. Information is what we provide to the business. Information is also pivotal to the success of the IT organization in providing valuable services to the business. Knowledge management – when done right – can be integrated into the organization and enhance the performance of […]

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