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Category: Service Delivery

Keep the Customers Coming Back – Service Delivery

April 24, 2013 Ryan Ogilvie Leave a comment

Whether you like to call them users, clients, or customers the fact of the matter is that you are providing…

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Posted in: Business Service Management, Continual Service Improvement, Service Delivery, Service Management Filed under: CSI, ITSM, service delivery

Your IT Service Delivery Manager Wears Many Hats

March 26, 2013 Ryan Ogilvie 2 Comments

   We all know that there are many wheels in motion to ensure that a customer has a great, consistent…

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Posted in: Service Delivery Filed under: ITSM, service delivery

Managing Modes of Escalation

March 20, 2013 Ryan Ogilvie 1 Comment

  I recently was experiencing some issues with my local ISP which required me to contact their customer service line…

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Posted in: ITIL, ITSM, Service Delivery, Service desk, Social IT Filed under: ITIL, ITSM, Metrics, Reporting

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