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  • 5 actions you should take today to improve IT customer feedback

    Author: stephen.brunsdon
    Published: 04 July 2016

    Service delivery should be seamless, right? But things don’t always work that way. For this reason, we need to talk about customer feedback — and why the industry often fails to get it right. Perhaps more importantly, however, we need to talk about how you can ace this aspect of service delivery, first time.

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  • Driving IT effectiveness and satisfaction: 4 case studies

    Author: stephen.brunsdon
    Published: 15 June 2016

    Tired of low response times and resolution rates, poor communication and service interruptions? There’s no need to get too worked up over it. While it is true that these aspects can be frustrating to an organization, inspiration can be found via four companies who conquered inefficiency and dissatisfaction.
     

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  • 5-step guide to greater ROI and Service Catalog usability

    Author: stephen.brunsdon
    Published: 06 June 2016

    Designing or redesigning a Service Catalog? Prioritize the user experience, and you’re more likely to achieve higher adoption rates and greater ROI from self-service.

  • How to improve the IT customer experience

    Author: MartinS
    Published: 24 May 2016

    A legacy technology-oriented mindset still prevails in many IT departments. Ultimately, however, IT must understand emerging end user contexts and expectations – defined by work pressures and heavily influenced by the experiences end users have in their consumer lives.

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  • 3 case studies for ITSM high-achievers

    Author: Patrice Burnside
    Published: 24 May 2016

    Perhaps you’ll relate to the challenge faced by Xentrall Shared Services: reduce budget despite rising demand. What to do?

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