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ITIL or COBIT or something else? Which should organizations choose?
I have been to a number of IT service management conferences recently, and heard people explaining why they think organizations should use ITIL, or COBIT, or ISO/IEC 20000. I think this is the wrong...
View ArticleIT communication is not always a technical problem
I had the pleasure of spending time with some great IT folks at Camp IT’s IT Service Management conference recently in Chicago. I had a chance to do a presentation on Metrics That Matter but, as is...
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The History Series 2 – Cloud Computing
This post is the second of a three part series on the rise of the cloud in enterprise software. You can read the first one here. When Tim Berners-Lee first demoed versions of the internet at the...
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10 things you need to stop doing in your service desk
10 things you need to STOP doing in your IT service desk from Freshservice The purpose of your service desk is to support business processes, deliver what the business demands and to make your...
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The History Series 3 – The rise of SaaS
It was in the year 1859 that Charles Darwin came under severe flak when he put forward his theory of evolution in the Origin of Species. His magisterial thesis, arguably one of the most influential and...
View ArticleFreshservice will be at PINK 15′!
Next week, some of the top minds in IT Service Management will be at the Bellagio Hotel in Las Vegas for Pink Elephant’s PINK 15 ITSM Conference which runs from February 15-18th. If you’re in town for...
View ArticleHighlights from the PINK 15 ITSM Conference
You can learn a lot about the pulse of an industry by the questions and concerns raised by attendees as they stop by your booth. The Freshservice team was in Las Vegas this week as Gold Sponsors for...
View ArticleWhat happens in Vegas doesn’t always stay in Vegas!
As you probably know, this February, the Freshservice team was in Las Vegas as Gold Sponsors for the 2015 Pink Elephant IT Service Management Conference. Needless to say, we had an amazing time and had...
View ArticleThat’s not a service catalog! – Part One
I’ve seen lots of IT organisations attempt to create a service catalog, and many of these projects fail to deliver any value. Almost every time this happens it’s because they weren’t really trying to...
View ArticleThat’s not a service catalog! – Part Two
In my previous blog, I explained that there are lots of different things that IT organisations call a “service catalog” and I described the user-facing service request catalog and the internal service...
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Making IT Support a Slam-Dunk With The Box-Freshservice Integration
IT support is a hard enough job as it is, without having to worry about a million peripheral things that can ruin an entire day’s work. It’s the absolute worst, when you put a ton of effort into...
View ArticleTechnical Support is now Technical Customer Support
I’ve said it many times before and I’m sure that I’ll say it for many years to come: IT support isn’t really about supporting the IT, instead it’s about supporting the people or business...
View ArticleManaging Customer Expectations – Part One
There’s no doubt that service desk agents have a tough job – people only ever want to speak with them when they’ve an issue or if they want something. Then these customers have expectations around...
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Managing Customer Expectations – Part Two
In my previous blog post, I talked about the impact of consumerisation on customer expectations and looked a little closer into the varied expectations your customers may have from your service desk....
View Article6 Ways Consumerization Is Affecting the Service Desk
Corporate IT organizations, and their IT support, have changed significantly over the last 25 years. They might have moved from a technology to a service-centric approach with the help of ITIL, the IT...
View ArticleService Desk Scripts: When Great Customer Support Turns Bad
This blog is about a personal customer support experience with Amazon.co.uk and what IT support organizations can learn from it. But don’t get me wrong, I love Amazon and I’ll often pay a little bit...
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You Still Don’t Have a Service Catalog? BIG Mistake!
As an IT Admin, you may ask “what is a service catalog?” or “why do I need a service catalog?” Put simply, a service catalog is a menu of your IT services – it’s an organized and curated collection of...
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11 Tips For Reducing Service Desk Agent Stress
11 tips for reducing service desk agent stress from Freshservice A GFI IT Stress Survey, of 410 US and UK IT professionals, has shown a rise in IT admin stress for the second year running. It was...
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Reflections From Service Management Conference 2015
It’s been four weeks now since I got back from the itSMF Australia conference (that was late August 2015 if you are reading this in my future). More than time enough to get over my jet-lag, take a late...
View ArticleDevOps? A Little Less Conversation, a Little More Action Please
Ah DevOps, it feels like you hear about it everywhere you go these days. But all this talk of DevOps isn’t a bad thing. DevOps is a good thing – it’s something that can finally help to bridge the gap...
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