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Outcomes vs Outputs: The Real Proof of IT’s Value
Share The typical workday looks much different today than it did just a few months ago. Instead of driving to work and walking into the building, employees are going online and signing in to their messaging or collaboration tools. Instead of physically taking a document to a client for a signature, they’re being sent digitally […]
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ITSM is More Than Just Numbers on a Spreadsheet
Share This 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 struggles for CIOs and IT leaders. There are thousands of articles, webinars, and commentary […]
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Future-Proofing Higher Education With Employee Experience
Share Higher education is facing many obstacles. The entire industry has shifted over the last few years and many higher education institutions are having to adjust how they operate to meet those changes. This article will explore how employee experience and good service management can help higher education institutions overcome those obstacles. The Changes in […]
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What Should Your Customer Experience Look Like & How Do You Get There?
Share 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 every touchpoint a customer has as they interact with a brand. Customer experience has […]