Tag Archives: service improvement

We have all been there before at some point or another: In an effort to understand the business, we solicit information from them in a “how are we doing” button or survey. The trouble that may present itself is that, while we are working to improve things from a delivery perspective, we may not have fully built out a strategy to manage the lifecycle of the feedback. Here are a few points to consider, but …

While on a support call recently, I had the misfortune of suffering through long hold times, dreary music, and being transferred from person to person with no end in sight. While I waited I had plenty of time to think about what could be done better not just for this experience, but also from my own perspective to improve interactions with my own business. Listen More, Speak Less First, start by listening to your business—really …

In tougher economic times, many organizations will start to evaluate all the components that make up their operational model. In other words, they look for value. A challenge for those delivering services will be to illustrate not only the current value that they provide but also future-state value that can be added with some margin-of-improvement initiatives. When speaking about business value, we must first recognize that this term can be interpreted in slightly different ways. …

Continual improvement is an important mentality to have because it pushes you to constantly upgrade in all areas of your life. IT service management (ITSM) incorporates this philosophy in a big way, and in a post at his blog, Joe the IT Guy discusses ITSM’s pursuit of excellence. ITSM, CSI, AOK ITSM focuses on continual improvement so that they can constantly improve the delivery of their services to their customers. However, it is wrong to …