Email vs. Phone for the Service Desk
Far too much contact to the IT Service Desk is still channelled via email. While a lot of this demand is better channelled via a well-designed web-based customer portal (as discussed in a prior post),...
View ArticleAgile is not just for software developers
I was presenting at the PacRim Service Desk and IT Support conference last week where one of the most memorable presentations – apart from mine, of course – was by Ed Cortis, the Head of Solutions...
View ArticleProblem Management – The Easy Way!
IT departments often stumble at the first hurdle with ITIL/ITSM style Problem Management. This can be for a variety of reasons, including: Not every IT department has the resources to go 100% at...
View Article10 good reasons to measure IT customer satisfaction
In the office, we’ve been talking about the extent to which striving to improve the IT customer experience and overall customer satisfaction with IT is a ‘must do’ for CIOs (like air conditioning the...
View ArticleAre Genius Bars really genius for IT departments?
Some of IT’s customers have always preferred to walk over and speak to someone rather than phone the Service Desk. Generally though, management and consultants have actively discouraged walk-ups to...
View ArticleThe gamification of IT support
Last month I was part of a panel charged with discussing trends that were likely to impact IT service management in the next few years. The usual suspects of Cloud, BYOD and customer-centricity were...
View Article“ITIL doesn’t work!”
Have you ever heard someone say “ITIL’s rubbish, it just doesn’t work”, or something to that effect? I was talking with a client recently and they said something very like this, but went on to explain...
View Article11 tips for implementing an IT department ‘Genius Bar’
In a previous article I discussed whether or not an Apple style ‘Genius Bar’ was something IT departments should be considering. Several clients of ours have Genius Bars set-up in a visible and central...
View ArticleThe Cult of Omphaloskepsis
I’m a big fan of Rob England’s ‘The IT Skeptic’ blog (http://www.itskeptic.org/blog). While I don’t always agree with Rob, I love the way he challenges ITSM dogma and gets me thinking about service...
View Article10 reasons why you should log all customer support requests
If you don’t already have a customer support system in place, or you do, but not all customer requests are logged, here are ten reasons why you really should be recording all customer support requests…...
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