A few weeks ago, I had the pleasure of meeting with one of our customers’ IT leadership team for an IT Service Management strategy planning session. The organizations primary business is producing hardware and software. Their secondary line of business is hosting and managing IT Service […]

We’ve all heard the jokes about the “helpless desk.” Employees complain about the lack of service. Help desk staff lament the lack of respect. The fact is the help desk represents a huge opportunity. It occupies critical real estate in the enterprise. […]

I love this question.  Simply because most folks in IT Service Management would respond with something like, “Well, it depends…”

And in some instances….that is an accurate statement.  It really depends upon what the box is labeled, and then, “who packed the box”, […]

Many of history’s great innovations arrived too soon.

Henry Ford’s Model T was a two-speed without a driver-side door that couldn’t make it up a hill without a full tank of gas. Alexander Graham Bell’s […]