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Can the convergence of Social Media and Service Management compliment the employee experience, convert to more sales and provide an enhanced level of connectedness internally and externally with an organisation?

The latest foundation of young Australians (FYA) 2018 report reveals that only 50% of 25year olds are working full-time, this is down 57% compared to 2006.  

This report echoes a realisation that the modern workplace is driving a new profile of employee with an increased awareness, independence, self-responsibility and confidence to choose the types of work they do and the types workplaces they choose to work from.

This new leve...

The Service Integration and Management (SIAM) framework is not new, however, in recent years, while organisations (including service providers) have focused on maturing their own internal IT Service Management capabilities,  SIAM has continued to progress, becoming more widely-adopted and establishing itself as the formal framework for service providers and its customers to operate within.  When implemented correctly, SIAM est...

So your Digital Transformation strategy is set and your Transformation objectives are clear: 

• Deliver faster, reliable and secure services for less cost

• Deliver a modern and consumer-like user experience while interacting, requesting and consuming IT Services

• Ensure that IT is well positioned to respond to customer demand

• Drive more insightful and meaningful business partnering

A Digital Transformation is typically a medium...

Here are a 8 simple techniques that will help you to identify and kick start your Quick Win activities. The sequence of these techniques is not really mapped out in any particular order; however if you follow the logical flow outlined below it will give you maximum benefit.

1. Prioritize your Major Goals; remember your major goals are the major outcomes you are planning to achieve, e.g. Implement Change Management.

2. Estimate t...

If you have been reading my blogs over the past few months you will know that I often emphasis maturing Service Management capabilities to improve service and customer satisfaction. The fact is by improving and investing in a formal maturity path you are adding depth to your service offerings and enabling you and your organization to become one step ahead of your competitors, and potentially opening up lucrative new revenue st...

A service management process model helps to tie all of your service organization processes together and illustrates and conveys how each of your processes integrate with each other, in a simple and formal view. An overhaul management process model is often at the core of your SM capabilities and is usually the single point of contact for all your SM knowledge and processes.

Setting up a service management procedure model can be...

I recently worked with a client who had previously decided to purchase an out of the box Service Management solution to help them to establish their Service Management capabilities. The cost wasn't over the top but certainly significant, and I wasn't involved in the initial procurement of the solution.

While I had worked with previous clients who had attempted to buy in generic capabilities rather than develop their own I was v...

Taking an organisation on an ITIL journey is always something you need to be fully prepared for. You need to think of the implementation on a number of levels, you need to be mentally prepared for anything and strong enough to take feedback and be able to work through this feedback to provide a clear path forward. Pondering the Best Practise you may have learned in the classroom is one thing; you are now in the real world, wit...

You may have noticed in my recent articles that I often refer to being realistic about what you are setting out to achieve.....the importance of understanding this point is such that I would I wanted to explore this a little further.

Many ITIL® and Service Management implementations don't always necessarily set out to achieve change on a massive scale, however I often find as an initiative starts to gain momentum, expectations...