A road trip to SIAM — keeping the wheels turning
In her final article on the journey to service integration implementation, Michelle Major-Goldsmith considers the best way to get going and maintain momentum.
This is...
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 — 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...
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...
Practical SIAM: A straightforward guide
Simon Dorst and Michelle Major-Goldsmith, lead architects of the recently launched SIAM Professional Body of Knowledge, offer an overview of SIAM and what you...
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...
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....
CSM and ESM – simplifying the service management acronym maze
Ever since the early days of the IT Helpdesk and its expansion into other areas of the business, we have seen the industry come...
New Year – New focus
As we head into 2018, there is no doubt that much has changed over the past year in all aspects of the Service Technology...
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...