Are your people using self-service as much as you’d like them to? Probably not. Instead, they’re opening tickets, waiting around for answers, and not getting any work done. This isn’t good for anyone. It’s expensive for you, and your employees are losing productivity.
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You’re definitely not a happy bunny (and this is thankfully the polite way of expressing it). Why? Because poor releases, and the associated outages, are hurting the business, causing delays, and demoralizing the team (after all no one likes to fail or to look bad in the eyes of their colleagues).
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Availability of IT services really matters. When services that a customer expects to be able to access aren’t available, that customer is going to be unhappy.
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I’ve been a regular attendee at the Service Desk and IT Support Show (SITS) in London for a few years. And this year was yet another busy and fun event.
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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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I was recently intrigued to read a blog by Paul Wilkinson about IT service management (ITSM) training: “Has ITSM Training’s Focus on Guaranteed Pass Rates Gone Too Far?” And when Paul invited me to respond, I couldn’t resist.
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