Lessons in Leadership Amy Eisenberg interviewed all the Top 25 Thought Leaders in Technical Support and Service Management to ask about their personal lessons in leadership and learn what it means to be a community leader. Here is my interview with Amy. Tell us about your day job and also how you are involved in […]
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itSMF Norway Speaker at Annual IT Conference What can I say? I got to go to Norway and speak at the itSMF Norway annual conference! What an absolute adventure. My adventures in Norway were one of the most incredible trips I have taken. The event host let me stay in her home before the conference […]
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Simplify IT Keynote at IT Tech Conference After completing a consulting engagement with one of Bay Area clients, I was asked to speak at the company’s annual IT Tech Conference. The topic was both a review of the results – but also why those results were important to the corporate objective of simplifying IT. The […]
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A Holistic Approach to Change Management Are you tired of hearing about how to implement Change Management and yet when you try it something is still missing? In this session, instead of talking about the perfect implementation of Change Management we take it back to the basics and figure out what is really needed to […]
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The Road to Customer Satisfaction Webinar 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 […]
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Raise the Bar on Service Quality WEBINAR 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 […]
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Panel Discussion at LeadIT 2014 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 […]
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Keynote Presentation at HDI Charlotte 2014 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 […]
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Keynote Presentation in São Paulo, Brazil I was honored to be invited to speak for a second time as a keynote speaker at the HDI Brazil 2014 annual conference and expo. The topics I spoke on were Organizational Change, Shared Services Case Study, and an International Panel on IT as a Relevant Driver of A […]
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Corporate Speaking Engagement in Bloomington, IL The trip to Bloomington, IL is a bit of a challenge, but the IT event that I was invited to speak at was a huge corporate IT event focused on IT service management. The topic of my presentation was Understanding and Mastering Organizational Change: What is In It for […]
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