Recently, 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
I 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
What makes ITSM successful? There are many answers for this question but I am staunchly in the camp that ITSM success has less to do with strategy, processes, or even technology. It comes down to people.
There might be some
The word “busy” has become ubiquitous in the business world. It is equal parts an explanation, an apology, and a defense. For IT, it has long been a go-to phrase.
I am worried about the overuse of the word “busy”.
We’re inundated with headlines about the power of artificial intelligence (AI) these days. AI is everywhere and most businesses know they will need to adopt it soon, if they haven’t already. A recent study from Gartner shows that 37% of
It happens to every CIO eventually. There’s a low grumbling across the organization. It gets mentioned at a few meetings. Other members of the organization take note of it. Then all of a sudden, the word on the street is…..
There’s no doubt that if you want to be an efficient IT organization, you need efficient tools. Some might say that you need the best tools.
But when happens when those tool investments fail? And perhaps, more importantly, how do
If you google “AI ITSM,” you’ll receive almost a million results of various articles, predictions, and guides detailing how AI will transform ITSM.
The promises in every headline are exciting:
You can learn how AI can “make great things happen
There was once a time when IT was the “department of innovation”. IT held the keys to the technology and fearlessly led the way towards a tech-savvy future.
But that all changed. Technology quickly became mainstream and consumerized. You suddenly
Have you been hearing the news?
There’s a brand new rising star in the Service Management world.
She’s tech-savvy, has fantastic people skills and is extraordinarily productive.
Her name is Alexa. But I hate to break it to you- I