Employees – buoyed by their personal-life, consumer-world experiences – now expect more from their IT service desks. Ultimately, consumerization has raised employee expectations across the board – from services through to customer service and support.
For service desks to replicate these superior service and support experiences, they need to keep up with both consumer-world customer experience and support technology advancements.
In 23 years working for the UK government, Ivor Macfarlane moved from forestry to ITSM via prisons, warehousing, and training. In 1999 he became an ITSM consultant and trainer, as a freelancer and directly for companies. He was an author for ITIL (versions 1, 2 & 3), ISO20000 and ITSM library and an ITIL examiner since 1991. An active contributor to social media and blogs, he is well known at ITSM events and has presented around the world (40 countries so far and on every continent except Antarctica).
In addition he is an Associate Consultant at ITSM.tools.