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Customer Advocacy and Incident Management
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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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 […]
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Support Services Institutes Konferens 2009, Stockholm, Sweden
I was invited to speak at the Support Services Institute’s Konferens 2009 in Stockholm, Sweden. My trip to Stockholm was terrific. I spent a week in the old city and toured through museums, restaurants, and shops. Before the conference, I taught a class on Knowledge Management Implementation Strategies. Then I gave two keynote talks: Service […]
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Delaware Valley HDI Chapter Vendor Fair – Keynote Speaker
I was invited to speak at the Delaware Valley HDI Chapter Vendor fair. I had two sessions: one on the topic of Auditing Your Support Organization and the second one titled Everything I Ever Learned About Management I Learned from the Movies. Topic Overview Auditing Your Support Organization – Your Key to Successful Enhancement of […]
