Blog

5 Modern Use Cases for Service Management

“Service Management” is in desperate need of a rebrand. For years, service management was synonymous with IT. It was branded as IT service management. But service management isn’t strictly about the service desk or specific methodologies. Service management is about

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Are You Winning the IT Participation Trophy?

IT has gotten a bad rap in the past and I think it's partially deserved. There are still far too many IT leaders just willing to phone it in. That’s an old way of leading IT and it’s about winning

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AI: The Key To a Human Employee Experience

Employees expect a personalized experience in their use of technology at work. This is due to the proliferation of technology in our personal lives. Think about how employees interact with technology at home. When they wake up, they ask Alexa

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Are You Prepared to Meet Customer Expectations in 2020?

In November 2018, I examined a few ways customer expectations have changed due to technology and what organizations, especially IT, need to know to stay competitive. Today, we reflect on how those expectations have changed in a short amount of

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Where Is IT On Your Customer Journey Map?

In today’s digital world, it’s imperative that organizations create and deliver world-class customer experiences. The Amazons and Zappos of the world have changed how customers want and expect to interact with organizations, especially online. Customers expect continual updates, easy to

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