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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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Key Measurements for the IT Service Desk
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 […]
