Category Archives: General IT

10 Things You Need to Know to Set the Right ITSM Agenda for 2017

It really is an exciting time to be in IT service management (ITSM) – and not just because I’m here. The accelerated development of technology and the added complexity (although sometimes new technology might offer increased simplicity), has given us ITSM professionals a once in a lifetime opportunity to be taken really seriously in both […]

Agile Service Management: Can ITSM Truly Be Agile?

It sometimes feels like the phrase “Do more, with less” has been with us since we started delivering technology-enabled solutions to business challenges and opportunities. Typically nowadays, IT departments get a small year-on-year reduction in their budget with an expectation they will do the same or more in the coming year. Often they manage to […]

Uncovering and Managing the Customer Experience

My previous blog talked about what customer experience actually IS, along with a video that followed my learning cycle. We saw that despite a number of improvements made, the relationship with our customers was even more strained, and a major reason was due to the customer experience that we were providing. In the final part of […]

What Is Customer Experience?

Really, what IS customer experience (or CX for short)? Most explanations refer to a customer interacting with a business and its services, and nothing about its use within the context of an IT organization. For example, take a look at this formal definition of customer experience management from 2003: “The process of strategically managing a […]