7 Steps to Exceptional Customer Service
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 […]
Monthly Archives: March 2018
Agile, Mobility, and the Apps Economy: Driving a New APproach to ITSM
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 […]
Evaluating Support Structures: Tiered Support vs. the New “Swarming” Support Model
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 […]
Bridging the Barriers to Knowledge Management
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” […]
Keys to an IT Best-practice Reporting Framework
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 […]
White Paper – “The Intrersection of DevOps and ITIL”
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 […]
Optimal Connections, LLC 