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A mature process doesn't necessarily meet customer needs. A quick guide to Net Promoter Score (NPS)

Dave O’Reardon (Left) itSMF Australia Innovation of the Year award winner, and Aprill Allen (Right) – @knowledgebird Many IT leaders are already familiar with the kinds of surveys the common support tools send out on ticket closure. But, it turns out, we may not be going about it the best way. This year’s winner of itSMF Australia’s Innovation of the Year was Dave O’Reardon. Dave... 

Podcast Episode 10 – Self Service & Automation

In Episode 10 of the podcast Barclay Rae discusses the Self Service and automation with Simon Kent, Chief Innovation Officer at Sollertis Limited, Doug Tedder, ITSM Consultant at Tedder Consulting LLC  and Eddie Vidal, Manager of the UMIT Service Desk at the University of Miami. Topics include: What is self service? The disconnect between domestic self service and ITSM self service Self service... 

Review: Cherwell for Outside IT 2014

Cherwell Service Management This independent review is part of our Outside IT Review. Outside IT Review Overview and Terms Also participating – Samanage, ServiceNow, TOPdesk To download the full report as a PDF please visit : http://download.itassetmanagement.net/outside-it/   Executive Summary Elevator Pitch Cherwell is an established vendor within the ITSM market, with a particular... 

Excellent service doesn’t have to cost more

I have seen discussions in social media about whether service providers should aim to deliver excellent service, or just deliver the service they have agreed to. One side of the argument says that we have more choices than we used to, and that service providers must aim to delight all their customers or they won’t survive in a modern, consumer-oriented competitive environment. Other people argue... 

Customer Experience the Apple Way

You’ve probably noticed that Customer Service has become an old fashioned term.  Nowadays it’s all about the “Customer Experience” led in no small part by Apple and it’s crew of blue shirted genii poised to help with all of your purchasing and technical needs. According to Carmine Gallo, author of The Apple Experience, there are ‘5 Steps of Service’ that every Apple Store staff member... 

Product Group Tests

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