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  • Data Analytics Provides Competitive Advantage

    Data Analytics Provides Competitive Advantage

    Data puts focus on innovation New research just released by MIT Sloan Management Review, reveals that the number of companies reporting a competitive advantage from analytics increased for the first time in four years. Several factors seem to be behind this shift; including, wider dispersion of analytics within companies as well as a stronger focus
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  • The Good, the bad and the ugly of Customer Service and Support

    The Good, the bad and the ugly of Customer Service and Support

    I guess it’s a side effect of my role in the ITSM industry, but whenever I interact with a Help Desk or Service Desk, I can’t help but take mental notes about them. So, I thought I’d spend a little time documenting some of the things that distinguish them – for better or worse (and
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  • Something for Everyone from itSMF Norway

    Something for Everyone from itSMF Norway

    A gift for you There was a wonderful Christmas gift from itSMF Norway for any ITSMers planning to head to Norway in April for the “Service Management with Superheroes of the World” event at the Clarion Hotel, Oslo Airport. The presenters for the workshop day prior to the main event have been decided, and the
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  • World’s Cyber Security Experts Gather in San Francisco

    World’s Cyber Security Experts Gather in San Francisco

    RSA Conference happening this week As you are reading this, security experts from around the world are gathering in San Francisco for the annual RSA Conference. Taking place from February 13 until February 17, RSA Conference 2017 brings together the top information security professionals and business leaders to discuss cybersecurity trends and to formulate strategies
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  • Why Change Management is Important – Part Three

    Why Change Management is Important – Part Three

    In this third part of this blog on the importance of change management, we continue to look at risk mitigation and consider compliance and regulatory issues that may impact our change activities Risk Mitigation How could you mitigate this risk? You could stock 50 or 100 spare drives or you could take a gamble and
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  • Five Ways to Improve Your Project Plan

    Five Ways to Improve Your Project Plan

    All over the world, promising projects quickly morph into unmanageable creatures, exceeding budgets and eating up time. In response, the collective finger of blame points to everyone’s favorite excuse: bad planning. If poor planning is responsible for failure, then it would stand to reason that good planning should be the savior. So many of us
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  • Garbage In, Garbage Out

    Garbage In, Garbage Out

    Data Quality Key Concern for Business Data is driving business more than it ever has in the past, however it seems that many organizations still distrust the data they are relying on. Experian Data Quality‘s annual Global data management benchmark report demonstrates that, while data supports major business initiatives, the quality and accuracy of that data
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  • Process Vs tools – The Argument continues…

    Process Vs tools – The Argument continues…

    This blog follows on from the recent post from Phyllis Drucker and stems from my recent experience delivering Service management tools training for Service desk professionals. I recently delivered this  foundation training on Service Desk tools for Process owners. The course outline and prerequisites were communicated well in advance and when I stepped in for the first day, I
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