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Mark O’Loughlin elected to the Board of Directors at itSMF Ireland
It is with great pleasure that I can announce that I have been elected to the board of directors at the itSMF Ireland effective from 2012. Further details on the recent [...]
Mark O’Loughlin
Mark O’Loughlin is the founder, Managing Director and Principal Consultant of Red Circle Strategies. Mark is an IT Service Management Principal, Service Architect, IT management consultant, author, speaker and trainer [...]
Put a value on IT using the service catalog
How does the organisation view IT? As a friend, foe or worst still an overhead? While it is true that the service desk can set the user’s perception of IT, [...]
How to excel with the Service Catalog
Isn’t this an interesting question that many of us would like to ask: How to excel with the service catalog? Let us explore this matter a little. An immediate suggestion [...]
Getting the customer experience right
I was recently introduced to Zipcar by an American friend. Since a car accident damaged his car beyond repair (not his fault) and a he was relocating to another county [...]
How ‘not’ to retain customers and win new friends
Even though it has been a busy month I am reminded this evening just how much a bad customer experience can negatively affect an individuals’ view of an organisation or [...]
Service catalog types – eight basics explained
In this article I will look at two of the most basic types of service catalogs in use extending these to eight possible service catalogs. This is an area that [...]
What is a service catalog?
Organizations will have different levels of knowledge with regards to their understanding of what constitutes a service catalog. With respect to their level of knowledge and understanding of the subject, [...]
Why a service catalog?
The failure of IT to show the value to the organization and its role in the achievement of business outcomes may leave IT vulnerable in the sense that it is [...]