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CSI puts the ‘taste’ back in Service Management

Francois Biccard This article has been contributed by Francois Biccard, Support Manager. We have all probably heard the slogan ”Common sense is like deodorant, the people who need it most never use it”. In my observation that probably rings true for many organisations when it relates to a Continual Service Improvement (CSI) plan or strategy. The more an organisation grows, the more it becomes an... 

How to Provide Support for VIPs

One of the outcomes of IT Service Management is the regulation, consistency and predictability in the delivery of services. I remember working in IT before Service Management was adopted by our organisation and realising that we would over-service some customers and under-service others. Not intentionally but we didn’t have a way of regulating our work and making our output predicatable. Our... 

Product Group Tests

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