Friday, February 28, 2020
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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...
crm - managing political change

Politics and the battle to keep things business as usual

Could your organisation use CRM technology to steer a smooth course through a changing political landscape? We are quarter of the way through 2017 and it...
Road trip to SIAM 2

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...
CRM training

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...
cloud data security

How safe is your data in the cloud?

If you are wrestling with the idea of moving your customer and application data to the cloud, there are several fundamental things to consider. Who...
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...
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...
Digital Transformation with CRM

3 key steps to digital transformation with CRM

When it comes to evolution, you don't want your business to be left behind. Digital transformation is already disrupting most industries and companies. Those who...
IT security

The role of ITSM in the big IT security debate

Recent events such as WannaCry and other hacking threats have caused budget holders to refocus on network and end-point IT security – but they...
Apple Business Chat

iOS Business Chat – Apple enters the live service market

The iOS 11 update from Apple, will offer businesses the ability to provide live service functionality via iMessage, Maps, Safari and Spotlight searches. Here...
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Latest articles

ServiceMuse - People of our time

People of our time

Michelle Major-Goldsmith looks at how to manage and utilise a multi-generational workforce. Service management people Every time you stand still long enough to look at our...
ServiceMuse - Rewiring service provision with SIAM

SIAM: Rewiring Service Provision

Andrew Smith explains how businesses can provide a service strategy that delivers for every employee, every customer and beyond. Digital transformation and its skills gap,...
Field Service and IoT

How field service management is being changed by IoT

As more companies move to a predictive model of equipment maintenance, they are looking for ways to use connected devices to improve field service....