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Monthly Archives: March 2018

7 Steps to Exceptional Customer Service

March 27, 2018by optimalconnections Leave a comment

The “7 Steps to Exceptional Customer Service” is an article I wrote a few years ago, with truths that are even more relevant today… We are in a New Business […]

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Customer Service

Agile, Mobility, and the Apps Economy: Driving a New APproach to ITSM

March 23, 2018by optimalconnections Leave a comment

Agile, Mobile, and the New Apps Economy – Still a Need for ITSM? Three related business changes are challenging IT service providers, and should cause us to rethink the way […]

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Agile, Apps, ITIL, Mobile

Evaluating Support Structures: Tiered Support vs. the New “Swarming” Support Model

March 22, 2018by optimalconnections Leave a comment

Part 1 of 2: Today more than ever, businesses of all types are dependent on technology to reach their business outcomes, whether it’s a manufacturing company producing automobiles, a hospital […]

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Support models, Swarming, Tiered support

Bridging the Barriers to Knowledge Management

March 22, 2018by optimalconnections Leave a comment

There seems to be increasing interest in Knowledge Management these days. In fact, reports are that Google no longer has an overriding emphasis on simply being the best “search engine” […]

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Knowledge Management, Organizational change

Keys to an IT Best-practice Reporting Framework

March 22, 2018by optimalconnections Leave a comment

There is a lot of detail in ITIL 2011 about designing the proper “Measurements Framework”, but without a timely and effective Reporting Framework to sort this data, convert it to […]

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ITIL, Metrics, Reporting

White Paper – “The Intrersection of DevOps and ITIL”

March 22, 2018by optimalconnections Leave a comment

Change is the order of the day, and if anything, the pace of business and technology change is accelerating. The business and customers are looking to IT service providers to […]

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DevOps, ITIL

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