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: A lot of people think [...]
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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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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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In part one of this blog I covered two possible causes of IT service management (ITSM) derailment: (1) the lack of executive support, [...]
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Sometimes it is a good idea to stop for moment, to take stock of where you are and where you want, or need, to be. Especially when you [...]
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Bring your own device (BYOD), or even BYOX appears to be an emerging norm in many organizations. It is a function of multiple factors: [...]
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I’ve been talking a lot about getting back to basics with incidents and all other things IT service management (ITSM) related – and [...]
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Well, it’s been almost a year since my last blog on continual service improvement (CSI), and I really do hope you’ve already passed the [...]
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A service level agreement, commonly known as an SLA, is an agreement that outlines the expectations of both sides in a service [...]
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IT service management (ITSM) is constantly evolving, and over the 20 or so years that the term has been in common use, the scope has [...]
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The heart of any IT service management (ITSM) program is the need to add value to business operations – to make the business more [...]
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In my previous blog, I offered up eight tips for getting started with self-service. Here I offer another seven. 9. Plan Ahead for [...]
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Self-service for IT is one of those things that’s relatively easy to “do” but not so easy to get right, i.e. to deliver a capability [...]
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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.