November 30, 2016 There’s a lot of IT jargon in the IT service management (ITSM) space, much of which has been created as part of ITIL, the most commonly adopted ITSM best practice framework. Try naming the 26 ITIL processes for instance. But which are the most important words in ITSM?
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November 23, 2016 My previous blog talked about what customer experience actually IS, along with a video that followed my learning cycle. We saw [...]
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November 17, 2016 Really, what IS customer experience (or CX for short)? Most explanations refer to a customer interacting with a business and its [...]
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November 10, 2016 Without knowing how well we’re doing, we can’t show that we’re getting better. IT service management (ITSM) service providers need to [...]
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November 2, 2016 Some time ago I was involved in a discussion about whether First Call Resolution Rate (FCR) is a good KPI for incident management. [...]
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