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Home » Archive for December, 2012

Root Cause – Railways don't like derailments

Most readers have got the story now from my recent articles: Cherry Valley, Illinois, 2009, rain bucketing down, huge train-load of ethanol derails, fire, death, destruction. Eventually the Canadian National’s crews and the state’s emergency services cleaned up the mess, and CN rebuilt the track-bed and the track, and trains rolled regularly through Cherry Valley again. Then the authorities moved... 

Expanding Customer Service To Twitter

“Providing quick, engaging and valuable support to your customers on Twitter can build a positive brand image and reduce cost. Twitter takes less time, and money and offers your company the ability to resolve issues quickly and efficiently.” Image originally posted on Zengage, The Zendesk Blog userMore Posts  Read More →

From Tel Aviv to Beverley Hills on an ITSM mission

Tel Aviv based SysAid Technologies has announced that residential real estate brokerage Realty ONE Group has selected SysAid 9.0 integrated ITSM software. This deal is said to give Realty ONE Group the chance to use SysAid to manage its internal IT department and to assist with providing both in-office and mobile technical support for its nearly 4,000 agents across the western United States. “We... 

Getting Started with Social IT (Part 1 of 2)

Today’s post from Matthew Selheimer of ITinvolve is part one of a two-part feature on Social IT maturity, part 2 will follow soon.  "Most of your customers, employees and stakeholders are actively using social media" Today, 98 percent of the online population in the USA uses social media sites, and worldwide nearly 6 out of every 10 people use social networks and forums. From a business... 

CHANGE: Don't be a Statistic!

Change is inevitable, how you manage the organizational aspects will make all the difference For decades the industry experts have been telling us that 70% of organizational change fails. These experts include recognizable names such as Kotter, Blanchard, and McKinsey. It’s a scary story! This means that 70% of changes fail to recognize a return on investment, and achievement of stated goals and... 

Rob England: Proactive Problem Management

Just because you rebuild the track doesn’t mean the train won’t derail again. Rebuilding the track was reactive Problem Management We have been looking in past articles at the tragic events in little Cherry Valley, Illinois in 2009.  One person died and several more were seriously injured when a train-load of ethanol derailed at a level crossing. We talked about the resulting Incident Management,... 

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