Idwell on Service Management

Thoughts on how to design and implement IT Service Management


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Learn From the Rise and Fall of Uber’s Customer Experience : Augie Ray

For a private company, we sure know a lot about Uber. We know its meteoric rise to become the most valuable “unicorn” in the world. We know its well-publicized issues with corporate culture. We know Uber has a tremendous void in leadership at the moment, with no CEO, COO, CFO, or CMO.

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5 Interesting ITSM Stats from The Latest HDI Report

I’ve said it before and no doubt I’ll say it again (and again) – we love stats and benchmarks in IT. Probably even more than we love IT service management (ITSM) best practice based on my observations of how often different things get shared on social media.

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