If you start with the right approach and the right technology, it’s easy to create an efficient and effective omnichannel service experience which boosts customer satisfaction and reduces costs. What is Omnichannel ITSM? Omnichannel ITSM means providing IT customers with a range of ways to interact with the service desk—options which let them choose the channel of
1 Factor: Purpose 2 Factor: Relationship 3 Factor: Context 4 Factor: Mode 5 Factor: Outcome 6 Factor: Feedback 1 Factor: Purpose Before you give feedback, you should be clear about what you want to achieve with it. Do you want to praise someone for their performance, correct a mistake, suggest an improvement, or challenge them
We all know the importance of ITSM in enhancing service delivery and experience for both your internal and external customers. To this end, technology plays a crucial role in ensuring organizations can successfully implement their ITSM strategies. For years, enterprises have relied on legacy ITSM systems to carry this out. What is Legacy ITSM? A legacy ITSM
Rolling out service management best practices and tools across multiple internal support functions is a big task. Each service domain has its own objectives, people, culture, service portfolio and maturity – so IT needs to be able to handle a variety of business contexts. But where do we start? How do we structure an ESM
1. The purpose of a gemba walk A gemba walk is not a casual stroll or a random inspection. It is a structured and respectful way of learning from the frontline workers and the actual work environment. The purpose of a gemba walk is to understand the current state of the process, the challenges and
Transport volatility, capacity uncertainty, and rising customer expectations continue to reshape global logistics. Yet despite years of investment, many organisations still operate with disconnected planning tools, late‑stage invoice audits, and data that executives acknowledge they cannot fully trust. The challenge isn’t a lack of systems; it’s the inability to turn logistics data into decisions with confidence. This gap is now becoming not only an operational liability,
I am a creature of the retail world, having spent my young and early professional life in it, both directly as an hourly employee, and then indirectly in advisement to some large retail brands. Because of that, it’s something that I write about frequently. Most of the discussions that I’ve had have been about the actual retail go-to-market strategy
1. Understand diversity and inclusion Diversity and inclusion are often used interchangeably, but they have different meanings and implications. Diversity refers to the variety of identities, backgrounds, perspectives, and experiences that people bring to the workplace. Inclusion means creating a culture where everyone feels valued, respected, and supported, regardless of their differences. To understand diversity
The service desk plays an integral role in IT service management. It’s the single point of contact between the service provider and end-users, as defined by ITIL. Being a crucial part of IT processes, it’s therefore important that the service desk teams are working at their best. But how is this possible when they’re constantly bogged down with
In field service management, the effective planning and scheduling of resources play a crucial role in ensuring efficient operations and customer satisfaction. While Planning and Scheduling Optimization (PSO) has traditionally been associated with larger teams and high appointment volumes, its value extends even to low-volume field service scenarios. In this blog post, I will explore
