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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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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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It was my dream vacation. I love warm weather. I love the sun. I love beaches. And I love Jeeps – in particular, my Jeep Wrangler. I grew up in Toledo, Ohio near the Jeep factory. My father worked at Chevrolet. I was rebellious – you get the picture. I have only ever owned Jeeps.…
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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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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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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…
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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…
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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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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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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…
