As humans we need to sun not only to exist, but to thrive. We use it to grow food, but we also use sunshine to alter existing ways of thinking, mainly energy generation. That is exactly what Zendesk is doing with Sunshine Conversations, altering the ways we previously handled customer experience.
How do you prioritize, categorize and and group the pieces in your life, and how can you make those pieces fit?
Need a recipe for success? Check out how I throw down a smoked turkey and throw back a few while we enjoy Thanksgiving!
IT departments scrambled to enable and support workers being at home. Now that processes and tools in place, will it last? Are there benefits to working at home versus going into an office?
This week we'll dive into one of the things consultants despise most when connecting with clients, crappy conference room phones.
Do you want to know a trick for how you can have your Service Desk deliver a great experience to its customers? It's quite simple, deliver a great experience to your Service Desk.
When you're playing to win, when money is on the line, how much time do you have to waste?
Perhaps, what is meant as a derogatory comment should be looked at as the ultimate compliment.
Dag Hammarskjöld, second Secretary-General of the United Nations, spoke a simple truth. It is worth revisiting it now.
How well are services being provided from my Service Desk? Asking yourself that question is the easy part, finding out the answer is a lot more work.
Jesse Cole, the owner of the Savannah Bananas, has the right idea. How does your consulting partner treat you?
In this high-tech world, sometimes you need to put down the sledge hammer and pick up a small bottle of finesse...
Favors and fealty play just as much a role in a consultant's life as in John Wick's. Just be sure that you're ready to cash that check when it comes due...
It pays to think carefully about wording when you document systems. It is too easy to give the opposite impression if you use the wrong word.
Spending an evening with your son is great and all, but have you ever dedicated a whole week to him, one on one?
Workflows in ISM can be your best friend, why aren’t you letting them be?
A second set of eyes can be crucial in making sure that you don't make a mistake that's hard to take back.
Are you continuously improving your IT? If not, why?
We all have the habit of overcomplicating things that can be relatively simple. Just because you think something should be complicated, doesn't necessarily mean it has to be, or at least to the end user.
It only happens once a year - Ivanti's Interchange. If you've never gone (or even if you have gone before), you owe it to yourself and your organization to attend.
You should always feel secure in your relationships, no matter who the partner is...
In a world where everybody expects 100% from your support team, shouldn't you remove the external factors that limit performance to only 75%?
Ever feel like you've been to the well hundreds of times, yet nothing refreshing comes from it? That's the time you should reach out and use a consultancy.
Growing older (and wiser) happens to organizations, too. Make sure that you incorporate this wisdom into your core policy documents so that you're not held back by yesterday's beliefs.
You're focusing on the wrong thing!
You have probably heard the old saying "If it ain't broke, don't fix it". However, that is not the best philosophy to follow in IT.
When upgrading from one Service Management system to the next, how do you deal with the data housed in the original system? There are many approaches, but one in particular is almost always the wrong one.
Debating on implementing Problem Management? Worried that it’s too complicated? Did you know that Ivanti Service Manager (ISM) has a great and easy to use Problem Management Module?
Sometimes, saying goodbye is a healthy thing.
Your customer purchased "Plan A" but clearly believes that they're entitled to "Plan B," namely because 'the salesman said so.' How do you reach a happy compromise?
Overkill in the name of doing what's got to be done is a common situation. But should you be partaking of this particular vice?
Utilizing a customer survey tool can bring you a wealth of information... If you use it right.
Retro may be fashionably cool these days, but you should never let your software get out of date.
Many companies out there do things for certain reasons. Some, out of pure necessity. Other's, because "that's how it's always been done". Maybe it's time for a review.
Managing expectations, particulary around deadlines, is one of the hardest parts of a consultant's life. Make sure that you're out in front of it, or it will sneak up behind you.
How well do you listen to your customers, and why do I have a picture of burger and fries in this blog?
What can we do as IT professionals to improve the CX (Customer Experience) of an ITSM implementation? What are our customers craving?
Check out this awesome article by Thomas Davenport & David Brian!
- "Companies need a good understanding of both their existing business processes and the new processes they want RPA to enable before implementing the technology"
Whatcha gonna do when the coolest software company sends you a box of swag that includes a wall sign made of pure gold??? @GoIvanti! @Ivanti #ITSM #BeatServiceNow
It's interesting to me why people would spend more money (mostly for shipping) at Amazon if Walmart/Target, et al have the same item. Which, begs the statement, "there are two kinds of people in this world.."