Managing the Changes Deployed by Your Cloud Vendor
Yikes! My Cloud host service made a change; now my services aren't working anymore! Let's say you have outsour...
Diversity and Inclusion in a Digital Age
We are in an interesting time in the world of service and support, where digital transformation (and AI, particular) is ...
Customer Satisfaction Survey Tools
Subject: Customer Satisfaction Survey Tools Timeline Request: Responses collated March 2019 Request: A fellow ...
ITIL 4 - Are You Ready Workshop - 20 February 19
Brief Overview of the Workshop: The Fundamentals of Service Management remain as important today as ever before. The ITIL...
Metric of the Month: Agent to Supervisor Ratio
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Incidents or Requests: How to Classify Service Performance Issues
Recently, a question came in asking about the best way to classify and handle performance issues. Performance for the pu...
The Foundation of a Team: Trust and Respect
When I was in second grade, my father frequently told me, "You can't put the roof on a house until the foundati...

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