Posts about Collaboration (4)

Self-Service and beyond

In this series of blog posts I’ve been discussing how we can profitably update the notion of a shift-left service strategy. Last time, I talked...

Help yourself to a better customer experience

In my previous post I discussed the idea of “shift-left” and mentioned that self-service is a vital tool in moving issue resolution to the lowest...

Shift-left to achieve more with less

First introduced a few years ago, the shift-left service concept is about “moving issue resolution to the lowest cost level in the service and...

BYOD step 6: embrace the opportunity to transform ITSM

Service desk teams are under intense pressure to get BYOD right. If they succeed, the benefits will be far-reaching. By following the steps I’ve...

BYOD step 5: self-service and collaboration

My last blog post discussed the fact that business can avoid the need for the service desk team to have detailed knowledge of every device,...

BYOD step 4: use existing knowledge and resources

Mobile technologies have proliferated to the point where it’s impossible for any service desk team to know every detail about every smartphone and...

BYOD step 3: define what you support

ITSM, for better or worse, has largely been about creating an absolute structure for managing business services: if action X takes place, process Y...

BYOD step 2: stop, look and listen

BYOD is a source of fear for many organizations, not least because it seems to threaten the service desk with a support burden that’s of unknown...

BYOD Step 1: Acceptance

IS BYOD the scourge of the service desk, or could it become the saviour? If we look at how service desks have evolved over the years, surely this is...

Fear of the BYOD invasion

A study from Hornbill suggests 40% of the working population are already using unauthorized technology for work purposes. Different studies show...

Collaboration tools: an integrated, unified approach is the way to go

There is now plenty of research to support the business value of collaboration – particularly in terms of productivity and performance improvements....

Don’t let your business become a tower of Babel

Companies of all sizes are finding they need to work globally. Large enterprises will by necessity cover a number of territories, each with its own...

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