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...
Social selling and how it can boost your business
Modern social selling isn’t complex, and (mostly) doesn’t require any specialised skills. However, it does require a different way of thinking about the sales...
Cloud-based CRM and the march to online application delivery
What are the advantages of cloud-based CRM?
CRM applications have long been available in two versions: online and on premises. Vendors and reseller partners will...
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...
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 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...
Achieving business outcomes with service excellence
"Business outcomes" is a term often heard in the promotion of service-based technologies. But what does it mean when vendors offer solutions that help...
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...
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...
The key to long-term CRM success
Why lasting CRM success is more about how your organisation “thinks” about CRM than it is about the technology you use or the money you...