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HDI 2016 Conference & Expo: Customer Service and ITSM
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
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
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 about ITSM Growth. I had the honor of speaking with Inc. Radio at the recent HDI conference concerning customer experience management and […]
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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 […]
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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 […]
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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 – […]
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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 […]
