Why Do Micro-Experiences Matter to the IT and Support World in the Age of the Digital Business?

Posted on Wednesday 27 April 2022.

There’s a lot of talk about ‘customer experience’ these days, especially in the IT and support world. But do we know what truly makes for a good experience? Is it about the solution, speed, design, convenience or simply a human touch? What Are Micro-Experiences?  You have probably had a few micro-experiences this week, from hearing

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Joining a new team remotely; the home-office culture club

Posted on Friday 22 April 2022.

Remote working, virtual work, teleworking, home-office or whatever you call it, the Covid-19 global pandemic turned it up a notch- and now it’s here to stay! A recent study by ‘findstack’ found that 77% of remote workers feel more productive working from home, and 85% of managers believe that having teams with remote workers is

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How Can Service Desk Analysts Instantly Enhance Their Skill Set & Customer Experience? 

Posted on Thursday 10 March 2022.

If you’re a Service Desk Analyst or you’re involved with customer focused communications and solutions in your IT organisation, how can you overcome challenges, whilst maintaining strong motivation and efficiency within all aspects of your job role?    Working in an IT service & support team can be testing and demanding, especially for analysts who

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What can HR, facilities and other internal service teams learn from the geeks in IT?

Posted on Thursday 12 August 2021.

While it may not seem like it on the surface, HR, facilities and IT have a lot in common. In fact, any internal corporate service provider dealing with similar types of requests – for help, information, services, and changes to existing services – has a lot in common with IT. So, it’s no big surprise

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The Essence of Enterprise Service Management (a snippet)….

Posted on Wednesday 11 August 2021.

By Lana Yakimoff, Principal Consultant, ITSM Consulting Services Pty Ltd. Service Management has been around for many years, most of us work within the ITSM industry delivering value and some form of service. Looking back over the years IT has evolved; from ad-hoc 80’s IT shop, to adopting ITIL Framework originating from the UK Government and

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Service Desk Process 101: Knowledge Management

Posted on Friday 9 July 2021.

Is your service desk knowledge strategy robust enough? With a plethora of tools and technologies to monitor and collect system and operational data from networks and infrastructures, IT departments now have the opportunity to know more about their organisations’ performance and productivity than ever before. As a key process for IT support functions, a robust

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