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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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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 a priority for IT. Topic Overview The…
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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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It is time to raise the bar for IT organizations and define a new standard quo. Problem Management is the key to increase service quality. Improvements in service quality require both reactive and proactive problem management, measurements that are linked to value creation for the business and real tangible outcomes. This webinar explores both ITSM…
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The IT service desk is a strategic asset to the IT service provider that fulfills a pivotal role in managing the relationship between the customer and IT. The IT service desk provides support for business processes that use IT services and manages a variety of transactional requests, incidents, and queries. The performance of the IT…
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Incident categorization is a challenge for organizations. Whether it is due to culture, politics, complexity, or an inability to agree – every organization at some point finds that the categorization of incidents is difficult. Why does it cause so much of a challenge? Every organization is different. The products and services are different. The service…
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The Kansas City itSMF local interest group want me to do a webinar on the topic of I.T. Governance. This webinar discusses the basic principles of IT governance and COBIT, and how it works with IT service management. It also explores the importance of risk management for effective service management. If you enjoy this webinar,…
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Frameworks like the Information Technology Infrastructure Library (ITIL) are not new. Frameworks existed before there was technology. Why is it that so many organizations have now begun to evaluate and adopt a framework in Information Technology? Why Use IT Frameworks? The basic answer is structure. Organizations need to adopt a structured environment to achieve operational…
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After many trips to Australia for the PACRIM conference, I had an opportunity not only to co-present on the topic of Business Value Dashboards at LeadIT 2014 – I also got to sit on a panel discussion on the subject of Change the Conversation: Moving Production to the Cloud. The panel discussion on cloud computing was…
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What a fantastic local annual conference! It was my honor to speak on the topic of CEM Meets ITSM: Managing the Customer Experience. This local chapter does an excellent yearly conference – good attendance, great location, and a great schedule of events for the day. It was my honor to speak along with two other…
