Every day, IT leaders address questions to help keep their team moving forward, which in turn keeps the organization moving forward. Questions like: Where should the IT team spend their time? How should IT allocate resources? How can IT justify
Read MoreContinuity plans have been in the spotlight for businesses across the globe over the last few months. If your continuity plan wasn’t done or hadn’t been reviewed in months, then you probably felt that pain over the last few weeks.
Read MoreEvery few years it seems like there’s some new trend that seems eerily similar to ITSM. There are so many buzzwords and trendy practices in IT. It’s hard to determine what practices are worth evaluating and implementing. This year, the
Read MoreWhat is the future service desk agent? Instead of fearing the future, it's time to redefine the role. AI is disrupting almost every part of IT and the service desk is no exception. In fact, service desk agents may be
Read MoreThis article was inspired by Mel Kerner, whose insightful comments on a recent LinkedIn post of mine started my wheels turning about the heart of service delivery. Measuring and demonstrating the business value of IT is one of the biggest
Read MoreRecently, I’ve been sharing about customer expectations and while understanding those expectations is important, you also have to have a plan for how to meet those expectations. I am referring to the customer experience, of course. The customer experience includes
Read MoreI know the technology wishlists of many CEOs. They want newer technology, faster technology and the shiniest, most fully-featured tools. While technology is not a bad thing to have on any wishlist, it shouldn’t be at the top of it
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