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Tuesday, September 27, 2016

The #1 Service Management Community

cyber-attacks

Cyber‐Attacks: Ignore Them at Your Own Risk

Cyber‐attacks come in all shapes and sizes suited for all types of organization. Ignore them at your own risk. Any organization with the perception...
business-continuity

Business Continuity ‐ Must Keep Walking

The question is not "if”, but "when”. Disasters do not send an invitation before they arrive. All businesses are vulnerable to some kind of disruption...
customer-experience-commitment

Customer Experience Commitments (CXC) for Digital Services

Moving from Service Level Agreements (SLA) to Customer Experience Commitments (CXC) Let’s face it, is it really an additional .009 that really makes the difference between...
Control-ABC-for-Governance-Initiatives-Success

Take Control of ABC to Make Your Governance Initiatives Successful!

My previous article, “IT Governance -5 Myths to break this New Year” did indicate that the single most reason that Governance initiatives fail is to underestimate...
IT-Governance-myths

IT Governance – 5 Myths to Break This New-Year

IT Governance or Governance of Enterprise IT has now become the buzz word during every corporate discussion. This is not surprising considering the fact...
Intercultural-Management-skill

Intercultural Management Skills for Service Managers

In an increasingly global world, the role of framewors and universally recognized best practices has become more important. More over this affects companies facing...
ServiceManagers.org

Setting up a Team for Problem Management: a Case Study: Part V

We now come to Part V of the series of case studies on the Problem Management team of a  global company (we shall refer...
Communicating-SLA-to-Users

Setting up a Team for Problem Management: a Case Study: Part IV

In the last part of this case study we saw how a global company (XYZ), developer of a billing and customer care application for...
Service-Recovery-Plan

The Need for Building an Effective Business Service Recovery Plan

Service recovery is an essential part of Effective business planning.  A Service Recovery Plan should address the activities and efforts that need to be made...
cyber-attacks

Cyber‐Attacks: Ignore Them at Your Own Risk

Cyber‐attacks come in all shapes and sizes suited for all types of organization. Ignore them at your own risk. Any organization with the perception...
business-continuity

Business Continuity ‐ Must Keep Walking

The question is not "if”, but "when”. Disasters do not send an invitation before they arrive. All businesses are vulnerable to some kind of disruption...
customer-experience-commitment

Customer Experience Commitments (CXC) for Digital Services

Moving from Service Level Agreements (SLA) to Customer Experience Commitments (CXC) Let’s face it, is it really an additional .009 that really makes the difference between...

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