Entries in the category "Practices"
My Session Materials From Today’s 9th Annual ITSM Conference in Mexico City
Today I presented "How To Justify An IT Business Alignment Project To Executive Management" at Pink's 9th Annual ITSM Conference here in Mexico City.
I began my talk by explaining how today - November 7 - is a very, very, very significant day for me, and how it is actually linked...
A Customer Service Agent Trying Their Best With A Wacky Process
A few weeks ago I was doing some personal online banking and found myself using my bank's chat feature. This is where you have a back-and-forth "conversation" with a Customer Service Agent in the browser window instead of actually speaking over the phone. On reflection I wonder how a live...
The WHATs and HOWs Of A Great IT Service Management Leader?
There are two types of leaders:
1. The Designated Leader - who has been appointed or promoted into the position.
2. The Self-Empowered Leader - who is not in a position of authority the same as A "Designated Leader", but who demonstrates many of the qualities of a good leader.
I've talked...
Just Back From Pink13? Now What?
Whether you just got back from Las Vegas, or whether you participated vicariously thanks to social media - here's the key "now what?" question you should be challenging yourself with .....
The big message that kept coming across was "It's all about People".
Tools and Processes and Strategy ....
.... and Frameworks and...
What’s The First “Thing” You Have To Get Right In ITSM?
We talk a lot about "business/IT alignment" (or "business/IT integration" - whatever!) The reason for this is because it makes sense to assure ourselves that ITSM practices are relevant and valued.
As a starting point I'd like to suggest a little thinking exercise (it's a good idea to...
Justifying Your Next Big Idea Means Entering The Dragon’s Den Of ITSM
One of my favourite TV shows is "Dragon's Den". At least that's what it's called here in Canada and in the UK. In the USA it's called "Shark Tank" but I prefer "Dragon's Den"!
The premise is that if you have what you think is a good business idea you...
PinkChile12: My Keynote & “Dragon’s Den” Materials
Here are the materials from my two talks at Pink's 3rd Annual IT Service Management Conference here in Santiago, Chile this morning.
First, the opening keynote, where I discussed the leadership qualities we all should identify and try to develop within us. You do NOT have to be in a...
Plenty Of Opportunities For More Customer Service Training!
Sometimes, after being in the education & Consulting industry for over 25 years, I wonder if we still need to teach people the basics of stuff like customer service. After all, there's hundreds of books, courses, blogs and conferences dedicated to this subject. Surely everyone who needs to demonstrate good customer service...
Raving Fan For PinkATLAS and Pinker Martin Erb!
Just received this comment from a good customer (withholding the name here because I haven't yet asked for permission to attribute the quote!) about PinkATLAS - our online ITSM resource centre and Pinker Martin Erb.
Yes, we are pleased with the subscription. The information is helpful, but the real benefit...
My Presentation - “4 Rules For Transferring Knowledge Into Results”
4_Rules_For_Transferring_Knowledge_Into_Results.pdf