Tag: customer experience


The A to Z of ITSM

The A – Z of ITSM in 2019

As an IT service management (ITSM) professional, what’s going to be important to you in 2019? On a personal level, you might be thinking about: job security, maybe even a promotion or pay raise, or loving what you do in your role. But what I’m talking – OK, writing – about here are (hopefully) some […]

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Customer Service

What IT Support Can Learn from Customer Service Trends

I’ve written a lot about how internal IT support and IT service management (ITSM) are changing – from the impact of consumerization [...]

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SLA tips min

ITSM BASICS: 5 TIPS FOR BETTER SLAs

In my previous blog, I wrote about how to recognize and deal with the issues associated with watermelon service level agreements [...]

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Watermelon SLAs min

ITSM BASICS: HOW TO RECOGNIZE AND DEAL WITH WATERMELON SLAs

It’s important that, as IT service management (ITSM) professionals (yep, that’s me), we’re accountable for the quality of the IT [...]

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Success 9 big

The 7 Habits of Highly-Effective Service Catalog Managers

IT service catalogs can make a big difference to IT organizations wanting to improve the end-user, or customer, experience. But it’s [...]

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Posted by Joe the IT Guy Joe the IT Guy | 3 Comments on The 7 Habits of Highly-Effective Service Catalog Managers

IT service desk essentials

9 Foolproof IT Service Desk Tips – Part 1

Many of us in IT service management (ITSM) talk about the IT service desk as if we already have it all perfect (or as close to perfect [...]

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Posted by Joe the IT Guy Joe the IT Guy | 2 Comments on 9 Foolproof IT Service Desk Tips – Part 1

Customer experience

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 [...]

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Customer experience

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 [...]

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About me

Joe

So in case you hadn't worked it out yet, I'm Joe! Hello there. I'm a native New Yorker and I love everything connected to IT service management (ITSM). I'm a passionate blogger and Twitter addict, and I'm also the resident IT guy at SysAid Technologies.