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Service Management Optimization
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Customer Service #FAIL - 53% of People Say Communication Biggest Issue|Tolero Solutions

Customer Service #FAIL - 53% of People Say Communication Biggest Issue|Tolero Solutions | Service Management Optimization | Scoop.it
“The reason for bad customer service can vary. 53% of people said unclear communication. For success - that’s not a number to ignore. How do you fix it? (Customer Service #FAIL - 53% of People Say Communication Biggest Issue!”
Norval Oswald's insight:
Not sure if the stats used are correct but his three customer service points are good...
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Leading ServiceNow partner acquires European presence - ZDNet

Leading ServiceNow partner acquires European presence - ZDNet | Service Management Optimization | Scoop.it
“Leading ServiceNow partner acquires European presence ZDNet Together, the two solution providers employ approximately 300 service experts who have skills in the ServiceNow approach to IT service management (ITSM).”
Norval Oswald's insight:
Chicago-based Fruition Partners has acquired Partners in IT in the United Kingdom.
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ITSM Review Crowns Cherwell Service Management® Software “Best for On ... - Virtual-Strategy Magazine (press release)

ITSM Review Crowns Cherwell Service Management® Software “Best for On ... - Virtual-Strategy Magazine (press release) | Service Management Optimization | Scoop.it
“ITSM Review Crowns Cherwell Service Management® Software “Best for On ...”
Norval Oswald's insight:
Interesting - this is a core subset of the ITSM services needed to be viewed as the most successful IT
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KPMG Announces Opening of Global ServiceNow Enterprise Service ... - GlobeNewswire (press release)

“KPMG Announces Opening of Global ServiceNow Enterprise Service ...”
Norval Oswald's insight:
Through the center, KPMG's clients across the globe will be able to directly tap into KPMG's deep ServiceNow specialization and business service transformation expertise and work side-by-side to turn insights and innovative ideas into high-value business solutions leveraging the ServiceNow platform.
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Definition: ITSM (IT Service Management)

Definition: ITSM (IT Service Management) | Service Management Optimization | Scoop.it
“IT Service Management (ITSM) is a process-based practice intended to align the delivery of informa... (Definition: ITSM (IT Service...”
Norval Oswald's insight:
May have a useful graphic ...
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Confused by request management vs. incident management? Don’t be!

Confused by request management vs. incident management? Don’t be! | Service Management Optimization | Scoop.it
“Guest post by Pete Budic, HP R&D Functional Architect In planning your IT Service Management (ITSM) solution, it is important to understand the differences between Service Request Management and Incident Management, as well as the types of...”
Norval Oswald's insight:
Good article describing the difference - probably should do one for incident management and problem management too Service Request Management encompasses the consumer facing processes that make up the expected, day to day activities involved in providing a service to an individual or group. The goal of Service Request Management is to ensure that the user can consume the service to their satisfaction. Incident Management encompasses the processes used by the service provider to track and resolve any issue that impacts the ability of a user to consume the service. The goal of Incident Management is to restore normal operation of a service as quickly as possible.
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A Best Practice model in ServiceNow

A Best Practice model in ServiceNow | Service Management Optimization | Scoop.it
“As an ITSM implementer Logicalis SMC has loads of experience in implementing ITSM tools and solutions based on industry “Good Practices”. Together we have realised 100+ ITSM implementations.”
Via Ron Freeman
Norval Oswald's insight:
Interesting approach to best practice model
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How IT Can Make Its HR Colleagues Smile More

How IT Can Make Its HR Colleagues Smile More | Service Management Optimization | Scoop.it
“Death by one thousand cuts” is what it can feel like for employees who by “tradition” rely on dated tools and processes to get their work done. Consider …"
Via Ron Freeman
Norval Oswald's insight:
Want to fix your on-boarding issues - consider Service Now
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If You’re Not Innovating, It’s Time To Review Your Processes

If You’re Not Innovating, It’s Time To Review Your Processes | Service Management Optimization | Scoop.it
Is your organization executing at the rate and pace your business demands for innovation? If not, they’d better review their processes.
Norval Oswald's insight:

Most business executives recognize the need to deliver innovative products and services that drive new revenue and penetrate new markets - the trick is to reduce or automate the KTLO work so more innovation can occur...

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Fruition Partners steps up ServiceNow expertise with managed service | ZDNet

Fruition Partners steps up ServiceNow expertise with managed service | ZDNet | Service Management Optimization | Scoop.it
The new offering enables customers to outsource oversight of their ServiceNow Service Automation Platform to an integrator that has completed more than 400 implementations.
Norval Oswald's insight:

With more than 400 deployments - you know they will do it right...

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Accenture Newsroom: Accenture Positioned Within the Leaders Quadrant in Gartner’s Magic Quadrant for SAP Application Management Service Providers, with Highest Ability to Execute

Accenture has been named a “Leader” in Gartner Inc.’s recently published “Magic Quadrant for SAP Application Management Service Providers, Worldwide.” (Accenture placed in Leaders Quadrant in Gartner's Magic Quadrant for #SAP Application Management...
Norval Oswald's insight:

Well done. I know we pulled them in at Loblaw to help with our SAP implementation...

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The 8 Step Cycle to Grow Your ITSM Impact

The 8 Step Cycle to Grow Your ITSM Impact | Service Management Optimization | Scoop.it
[Blog] Tips for positioning your IT service management initiative for success!
Norval Oswald's insight:

Whether you're a mid-level manager trying to get this off the ground or you're an informal ITSM leader "annointed" to make IT service management happen, here are some tips to guide you...

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8 Really Great ITSM Blogs You Should Start Reading Right Now

8 Really Great ITSM Blogs You Should Start Reading Right Now | Service Management Optimization | Scoop.it
Here is a list of the top ITSM/IT best practice blogs you should be reading!
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Putting the Service Back into Service Management (Know Your Customer)

Putting the Service Back into Service Management (Know Your Customer) | Service Management Optimization | Scoop.it
“[Blog] This first of a three-part series covers "putting the service back in IT service management." This entry encourages you to KNOW YOUR CUSTOMER! (Putting SERVICE back in your service desk.”
Norval Oswald's insight:
Are you trying to sell ice cubes in Alaska? Learn about you customers needs and attempt to satisfy them
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IT Governance publishes the first book to cover ITIL® and COBIT® ITSM - EIN News (press release)

“IT Governance publishes the first book to cover ITIL® and COBIT® ITSM EIN News (press release) IT Governance publishes the first book to cover ITIL® and COBIT® ITSM.”
Norval Oswald's insight:
Interesting - will have to check that out ...
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Could SaaS ease your Service Management woes?: #TechViews

Could SaaS ease your Service Management woes?: #TechViews | Service Management Optimization | Scoop.it
“#TechViews Twitter Chat on “Could SaaS Ease Your Service Management Woes?”: 1 PM ET – Tuesday, June 24, 2014, hosted by @TrendsinTech. IT leaders have… (IT pros: Want better service mgmt.? You might need #SaaS.”
Norval Oswald's insight:
SaaS promises to ease the complexity of coding for IT service management professionals and enable them to focus more on customizing services for end users.
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Fruition Partners Releases Healthcare Management Suite With Launch of First ... - EIN News (press release)

Fruition Partners Releases Healthcare Management Suite With Launch of First ... - EIN News (press release) | Service Management Optimization | Scoop.it
“Fruition Partners Releases Healthcare Management Suite With Launch of First ...”
Norval Oswald's insight:
With the launch of the App Factory, Fruition Partners is driving how new ideas are brought to market on the ServiceNow platform...
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IT Peer Network: IT Service Management is about Delivering Services, not Products

IT Peer Network: IT Service Management is about Delivering Services, not Products | Service Management Optimization | Scoop.it
“One of the challenging transitions teams need to make when they adopt ITIL Service Management is thinking in terms of Services rather than Products. Products are the means by which services are delivered.”
Norval Oswald's insight:
One of the benefits of a service-based organization is the potential for innovation. If the services can be distilled so that the true services are defined, the service owner can then contemplate alternative and possibly inventive solutions for delivering the service.
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Identity and Access Management for every user in every organization using any service on any device - Active Directory Blog - Site Home - TechNet Blogs

Identity and Access Management for every user in every organization using any service on any device - Active Directory Blog - Site Home - TechNet Blogs | Service Management Optimization | Scoop.it
“Microsoft employee blog on Windows Server Directory Services, which includes Active Directory, Security, Authentication, PKI, file replication, and user logon. (RT @Adman_NZ: Azure AD Premium GA!”
Norval Oswald's insight:
this will help to solve some identity and access management issues across enterprises
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ServiceNow: Redefining Enterprise IT Service Management - Wikibon

ServiceNow: Redefining Enterprise IT Service Management - Wikibon | Service Management Optimization | Scoop.it
"ServiceNow (NYSE NOW) is one of the hottest companies in the software business with a current market value above $8B (Jan 2014), the firm has succeeded by modernizing the IT service management (ITSM) market through an innovative platform that is cloud-based and highly flexible. Initially conceived as an application development platform by founder Fred Luddy, the company targeted help desk and ITSM as a proving ground for its system, because as a former CTO of Peregrine Systems, he was familiar with that space.The rest is history."And read on for more: - How did ServiceNow become so successful? - Does ServiceNow's total addressible market justify its valuation? - A deeper discussion on ServiceNow's addressable market - Competitive outlook - What about mobile? - ServiceNow's architecture: Modern or Marketing?
Via Ron Freeman
Norval Oswald's insight:
We'll researched article ...
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Top 7 things to consider when moving to ServiceNow | Acorio

Top 7 things to consider when moving to ServiceNow | Acorio | Service Management Optimization | Scoop.it
“So, you’ve made the transition from your existing ITSM tool set to the high-powered ServiceNow Service Relationship Management (SRM) platform.”
Via Ron Freeman
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UXC buys ServiceNow specialist Keystone

UXC buys ServiceNow specialist Keystone | Service Management Optimization | Scoop.it
UXC has acquired ServiceNow reseller and services provider Keystone Management Solutions for around $25 million. UXC announced a partnership with...
Norval Oswald's insight:

Seeing high growth in cloud-based IT Service Automation market and their strong ITSM experience UXC buys Keystone.

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Media Release: ServiceNow Implements HR Case Management

Media Release: ServiceNow Implements HR Case Management | Service Management Optimization | Scoop.it
CMO Australia addresses the unique marketing, technology and leadership challenges chief marketers face as they look to align their own practices and insights with those of the business.
Norval Oswald's insight:

ServiceNow announces HR Service Automation, a new application that makes it easier for organisations to automate HR case management. ServiceNow HR Service Automation complements human capital management software, such as Workday, by providing a self-service, online storefront for employees to make requests to HR. In addition to general HR requests, out-of-the-box categories include questions about benefits, vacations and leave, payroll, employee relations and HR systems. This consumerised catalog experience combines with process automation to fulfill common requests and eliminates unstructured communications from the HR service delivery process. HR requests are auto-assigned, scheduled, tracked and reported for a vastly higher level of productivity and efficiency. Organisations can customise their service catalog items and define their own processes for workflow and automation...

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How and why we contact brands? [Infographic] - Smart Insights Digital Marketing Advice

How and why we contact brands? [Infographic] - Smart Insights Digital Marketing Advice | Service Management Optimization | Scoop.it
Which channels do consumers prefer in the omnichannel world? Last month Mitel commissioned this research which gives an interesting consumer perspective on. Marketing topic(s):Customer service and support.
Norval Oswald's insight:

Here is another interesting infographic on how and why we contact companies ...

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Managing SLAs: Software tools are starting to catch on -- FCW

Managing SLAs: Software tools are starting to catch on -- FCW | Service Management Optimization | Scoop.it
The options for monitoring service-level agreements come in endless variety. The trick is figuring out which one to use.
Norval Oswald's insight:

Even when you outsource, you don't want to give up on tracking SLAs. Most IT departments utilize some form of a help-desk or service-desk tool; however, very few actually utilize service-level management in relation to services being provided - usually they are based on Infrastructure or application components  ... some cloud based services like ServiceNow are starting to get it right...

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