Tag: C/X


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 (thanks to employees bringing their often-superior personal-life experiences and expectations into the workplace), the use of new service and support technologies, to the importance of the [...]

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Posted by Stephen Mann Stephen Mann | Leave a comment

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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Posted by Joe the IT Guy Joe the IT Guy | 4 Comments on ITSM BASICS: 5 TIPS FOR BETTER SLAs

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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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 | 2 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

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.