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Do you want a quick and easy definition of what is a service?
Are you working on a service catalog initiative or have been tasked with defining what your IT department does in the context of services? Are you trying to work out [...]
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 [...]
The Service Catalog – reviewed by itSMF Australia
Karen Ferris, board mamber and director of publications at itSMF Australia, has reviewed The Service Catalog for their chapters newsletter. The following is a brief extract from the review: One [...]
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, [...]
The rise (and fall?) of the CCO.
I recently came across an interesting read from the Harvard Business Review which discusses ‘the rise of the Chief Customer Officer (CCO). The article starts by stating that “... these [...]
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 [...]
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 [...]
The customer is king
I came across the following quotes today while looking for the exact wording of Drucker’s quote for a workshop that I am preparing. I think is well worth taking the [...]
Is your customer service adequate?
This link is crude but does make a point. How many of us have experienced this type of customer service? This parody captures a not so unreal sequence of events [...]