Saturday, January 23, 2021
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Beware the ‘X’istential beings

Everyone is trying to put the X factor into service. But what do CX, DX, UX and EX mean in relation to service technology? In the...
Service technology convergence

Technology convergence – Joining the dots

Service technology has come a long way, but what is its role in the modern organisation? In the beginning Helpdesk software and contact management software were...
ITSM - service delivery

From the mosh pit to the stage – the rock ‘n’ roll of ITSM

No more just keeping the lights on, it is time for the fourth revolution and for IT to take centre stage. The headlines being written...
SaaS users - price increases

SaaS users are starting to feel the financial pinch in 2017

Trump, Brexit, market turmoil and currency fluctuation are leading to price hikes for SaaS users. We are big fans of Software as a Service (SaaS)...
IT alignment

IT alignment is not the solution you’re looking for

Much has been said about the importance of IT alignment with the modern business. But what, if anything, does this achieve? It has been a...
SIAM gap in ITSM

Is there a SIAM-sized hole in your ITSM?

Providing high-quality IT services to the business is not an easy task. In today’s world, where services are delivered by many different providers rather than...
CRM and MA

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...
Road trip to SIAM

A road trip to SIAM

For many businesses, embarking on service integration implementation can be a bit of a journey. Michelle Major-Goldsmith offers a few tips to help you...
Can AI and chatbots help us to be more human?

Can AI and chatbots help us to be more human?

Why developing technologies such as AI and chatbots are not replacing people with robots, but enabling organisations to evolve, grow and make the most...

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...