Monday, July 13, 2020
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ITSM thats all folks-1 year on

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

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

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...
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...
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...
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...
Business outcomes

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...
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...

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...
CRM success

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...