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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7 Things ITSM Can Learn from a Broken Fridge

Some aspects of my consumer-life customer service experiences bug me. They shouldn’t, but they do. It’s often the little things that show a slapdash...