Saturday, April 10, 2021
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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...

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...
Change management and social

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...
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...
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...
Wearables and CX

Wearables and CX – wearing your emotions on your sleeve

The increasing amount of data collected from connected devices, both on our person and in our homes, is leading to a wearables and CX...
Using CRM to overcome employee attrition

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....
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,...
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...