To set or not to set formal end user expectations?

Managing Customer Expectations; Part Two

In my previous blog post, I talked about the impact of consumerization on customer expectations and looked a little closer into the varied expectations your customers may have from your service...
Consumerization is driving up employee expectations per se

Managing Customer Expectations; Part One

There’s no doubt that service desk agents have a tough job – people only ever want to speak with them when they’ve an issue or if they want something. Then these...
So what can your IT organization do to better support the people?

Technical Support is now Technical Customer Support

I’ve said it many times before and I’m sure that I’ll say it for many years to come: IT support isn’t really about supporting the IT, instead it’s about supporting the people...
My customer service epiphany inbolved a bus!

Taking the “Me” Out of Customer Service

I’ve always been a stickler for customer service, with somewhat of a black and white view – good (or even great) customer service versus poor customer service. And I’d probably be...

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I Want What You Want: DevOps and ITSM

IT has been practicing omphaloskepsis – that’s navel gazing – since long before IT service management (ITSM) and DevOps were born. And now in...