ITSM BlogLatest Articles

  • Breaking the ITSM fire-fighting loop

    Author: Markos
    Published: 23 July 2013

    It’s interesting that only about 30% of people who sign up for one of our ITSM webinars actually attend the event. Why? IT people are just too busy. We’ve all been there – making an effort to set aside some time. But when the time comes there’s always a higher priority to attend to. Fire breaks out and it won’t wait. Otherwise, IT’s reputation gets burnt to a cinder.

    Most IT managers and practitioners know that IT ought to be done better, and are always keen to hear about new strategies and best practices. But fire-fighting always gets in the way of progress.

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  • Are we ready to admit we’re all consumers?

    Author: Markos
    Published: 16 July 2013

    Thanks to our very own Jonathan Boyd, Solutions Consultant, for writing this thought provoking article. To discuss how Service Management can become a multichannel service delivery methodology, get in touch with Jonathan at jonathan.boyd@axiossystems.com or on LinkedIn!

    Service Management needs to become a multichannel service delivery methodology

    With Forrester Research reporting that two-thirds of business users are not happy with what IT provides, business user satisfaction is a topic that needs highlighted. But why is it so hard for IT to keep business users happy?

    Service Management got lost somewhere between the evolution from Help Desk into Service Desk and becoming a “Service Centre of Excellence”. There’s been a lot of talking, and an explosion of ITSM solution functionality, but how much has actually changed?

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  • Will Moving IT to a Service-Centric Mindset Really Make Business Users Happy?

    Author: Markos
    Published: 09 July 2013
    This week, we have a guest blog post from George Spalding, Executive VP at Pink Elephant. George will be participating in our webinar on ITSM Maturity on July 9th.

     

    Will Moving IT to a Service-Centric Mindset Really Make Business Users Happy? Well…the short answer is…Yes.  The longer answer is…Probably…It Depends…and…it has to be better than we’ve got now.

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  • Replacing your current ITSM solution? Part 1 – Drivers for replacements

    Author: Markos
    Published: 05 July 2013

    Research from Forrester indicates that 2 out of 3 business users are unhappy with what they get from IT, and 1 in 3 IT people are unhappy with their ITSM solution. Coincidence? Or is the wrong ITSM solution half the problem?

    Running IT services in a big company is a very complex task, so software is an essential to part of the strategy – along with the right people and processes. At some point, usually within the first 3-5 years of using their current solution, an organization will decide that they need a new one.

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  • How Social IT Management & Multichannel ITSM Improves IT Customer Satisfaction

    Author: Markos
    Published: 28 June 2013

    Communication channels – once few, now many – are converging into a “macro system” of IT support to service Business Users across an array of channels, touch points and devices. It’s what we call “Social IT Management.”

    What we refer to as Social IT Management is widely known in the consumer world as “multichannel” and is all about delivering engagement and sales, customer service and support in a way that fits in with the individual customer’s personal life. Multiple channels give the consumer a choice of in-store service, call centers, websites, mobile, email and web chat touch points. They want to pick the channel that works best for them at any point in time.

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