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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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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