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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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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In my previous blog, I offered up eight tips for getting started with self-service. Here I offer another seven. 9. Plan Ahead for [...]
Continue Reading Posted by Joe the IT Guy | 1 Comment on 15 Tips for Getting Started with Self-Service – Part 2
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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Probably the most famous IT service desk in the world is the fictional one in The IT Crowd. The business doesn’t understand it, the [...]
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Steve Chambers | 2 Comments on How SaaS is Driving the Invisible Service Desk
Whether you ask for your pizza with extra “tom-mah-toe” or “toe-may-toe,” the end result is going to be the same – extra tomatoes on [...]
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It’s that time of the week, month, year; your service desk report is due and you’re drowning in spreadsheets and graphs. Yes, you could [...]
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As the central (perhaps even single) point of contact, and “the face of IT,” your IT service desk needs to be a powerhouse of [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on How to Optimize Your Service Desk’s Knowledge Management
Maintaining a 5-star service desk relies on the continual assessment, and potential improvement, of the service you offer. But it can [...]
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Long blog title, I know, but hopefully it got your attention. You might be thinking “IT service desk complaints and continual service [...]
Continue Reading Posted by Joe the IT Guy | 1 Comment on How to Crush Service Desk Complaints by Boosting Your Capabilities with Continual Service Improvement
‘I feel like a juggler multitasking in several different languages and time zones.’ A favourite quote from a Service Desk Manager I [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on What Makes a (Super) Service Desk Manager?
My native language is English, and this makes it very easy for me to access many different sources of information. I sometimes forget [...]
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Talk about a tricky question. Are you offering, or working on, a help desk or a service desk? And does it really matter? Looking at [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on Are You An IT Help Desk Or An IT Service Desk?
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.