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How to use rapid communications to meet customer service goals using SLAs

Teon Rosandic This article has been contributed by Teon Rosandic, VP EMEA at xMatters. IT leaders and engineers certainly have their hands full with ever more sophisticated internal customers who are more empowered and easily disappointed than ever.  They are placing greater demands to “get it right” and deliver immediate access to information, products and services. End users want to... 

Service desk collaboration: why Facebook walls and social streams are not the answer

Social updates firehose – why updating everyone with everything might not be the answer. This article has been contributed by Teon Rosandic, VP EMEA at xMatters . Why was the IT service management and help desk function created? Most likely, it stemmed from an idea to establish a task force of specialists capable of providing assistance in any complex technical issue. Over the decades, the service... 

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