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Industry Articles
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Leveraging the ITIL Service Support
Framework — Increase Efficiency in IT Operations and Support (Part
1)
by Christopher Ciccolini & Michael McDermott Part
I: The first in a two-part series, this article discusses key
reasons for inadequate service desk performance and how to address
these shortcomings through three best practice IT Service Management
disciplines: Change Management, Configuration Management, and
Release Management.
Full
Article
If
you know your party’s extension....blah, blah, blah.
by Nancy Friedman Ever
heard the term BVM? That stands for BEFORE VOICE MAIL. Can you
remember those days? Believe it or not....there was a time when
there was no voice mail. Before automated attendants. Before, "I’m
not at my desk right now." Just good, old-fashioned human
beings talking to each other.
Full
Article
Are You Asking the Right Questions in
Your Copy?
by Karon Thackston It’s a common
approach to writing copy. You begin by asking questions. Why?
To evoke thoughts in your readers' minds, to stir up emotions,
and to get customers thinking in the way you want them to think.
Full
Article
Partnering With Your IT Department
to Deliver World-Class Service
by Jim Moore, Vice President Information Services - Best
Software Inc. Competing for precious
IT resources and dollars is tougher than ever. Getting the
support of your internal IT group on the projects you need
done to deliver world class service is part art and part science.
You need to show that your projects will generate strong ROI
and directly support corporate strategic objectives in order
to get them approved.
Full
Article
Customer Satisfaction – Is It
Enough?
by John Dunleavy, Customer Support Manager- McKesson
Corporation In this
seminar John will explore the idea that customer satisfaction
is not a differentiation; it is a given for any company that
wishes to remain in business. The session will present new
ideas about successful organizations and how they have recognized
the fact that we are moving from a service economy to an experience
economy where providing service is the norm but how you do
it becomes the important factor.
Full
Article
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