Month: March 2016

  • All Things ITSM Interview – ITSM and the Customer Experience

    All Things ITSM Interview – ITSM and the Customer Experience

    At Fusion 2015 in New Orleans, All Thing ITSM interviewed me about ITSM and the Customer Experience. 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 […]

  • First. Be A Good Customer

    First. 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 I’m reading it. In a […]

  • 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 supercharged the dishwasher. But his approach to solving problems and improving households represents something important for IT professionals facing problems in […]

  • Interview about IT and the Business

    Interview about IT and the Business

    In this interview, I discuss what 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 […]

  • Interview about ITSM Professionals and DevOps

    Interview about ITSM Professionals and DevOps

    In this interview, I was asked about ITSM Professionals and DevOps. It’s simple. We need to design excellent products and services, so that when we deliver them to the business – the services work. The fact that DevOps focuses on bringing the design stage of the lifecycle more in sync with the operational side –  […]

  • Interview about the Future for ITSM Professionals

    Interview about the Future for ITSM Professionals

    The most prominent 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, ITSM Professionals need to develop more in-depth business acumen and a stronger […]