A road trip to SIAM — start your engines…
In the second of her articles on the journey to service integration implementation, Michelle Major-Goldsmith explains the importance of planning your route with care.
“A...
Is your CRM circus full of uncooperative elephants?
CRM and marketing automation mean that teams are more connected than ever before, but many systems are still plagued by lack of user adoption.
Gone...
How CRM can help overcome employee attrition
For organisations that provide professional services, their greatest resource is their staff. Keeping employees happy and overcoming employee attrition is crucial to their success....
Is your digital nervous system efficient, effective and fully fit?
Andrew White tackles the obstacles along an automated digital assault course.
I don’t know who I feel more sorry for, the customer or the supplier....
ITSM – that’s all folks! – one year on
A year ago I wrote an article on why application convergence could spell the end for niche IT Service Management products – One year...
When AI Tools Collide: Herding Digital Cats
If you’re part of an IT organization today, chances are you’re wrangling more AI tools than you have coffee mugs...
ITSM Burger
How the right partner can give you the perfect service management sandwich
The simple burger. Beef patty, bread bun…done…right?
In reality, we all have our own...
The importance of training in CRM success
Having a training plan or system in place can make all the difference to whether or not CRM system adoption succeeds. This article looks...
Forums and social media do not Change Management make
Change Management has long been touted by ITSM vendors as one of the core pillars of service management provision.
Of course, the management of change...
Using evolved self-service to shape user experience
How service management’s ugly duckling became a swan
As someone who has worked in service management for 25 years, I am still surprised that so...