As a manager, it is a key requirement to ensure that your team is appropriately trained on the minutiae of the job. How to find customer information, how to respond to customers, dealing with Irate customers and troubleshooting issues are obviously all things that you would ensure that your team receives. However, how important is […]
MANAGEMENT TRAINING AND SELF IMPROVEMENT Read More »
Continuing our discussion about ITIL Service Strategy, lets start talking about Sourcing. Sourcing is about analysing how to most effectively source and deploy the resources and capabilities required to deliver outcomes to customers. A sourcing decision is key in determining the best combination of suppliers (internal vs. external) to provide the most cost effective and
TO SOURCE, OR OUTSOURCE … THAT IS THE QUESTION! Read More »
The Service Portfolio describes the commitments and investments made by a service provider to its customers across all market spaces. In a nutshell, it states what the company is able to do and how it will do it while also accounting for previously agreed upon commitments. The Service Portfolio also talks about new products and
SERVICE PORTFOLIO MANAGEMENT Read More »
In a similar fashion to interviewing and hiring people – the hardest and most expensive exercise is getting the right employee – getting people back into the door is exactly the same. You want that repeat custom as that is what will save you money in your marketing and advertising. One of the key components
8 RULES OF GOOD CUSTOMER SERVICE & 8 STEPS TO DEFINE A SERVICE Read More »
What is MindMapping? Stated simply, mindmapping is a technique that uses graphics and text tied together in an effort to increase improve your retention and idea generating capabilities. I know – it sounds like a really “big ask” but bizarrely enough it works! Brainstorming & Studies An extremely useful tool from a brainstorming perspective, having
MINDMAPPING – DESCRIPTION & TOOLS Read More »
Service Provider Types Although most aspects of service management apply for all types, it is important to differentiate between them. The domains of customers, contracts, competition, market, income, and strategy have a slightly different meaning for the different types. Type I- Internal Service Provider : Type I is a service provider that is embedded within
TYPE I, II AND III PROVIDERS Read More »
Competition is extremely fierce in the world of business, only a handful survive, and some can barely keep up with the demands of the times. That’s why it is necessary to have an idea of what it takes to be successful and an integrated strategy to help maintain excellent service results. ITIL discusses at length
THE 4 P’S OF SERVICE STRATEGY Read More »
Performance management is all about measurement. This means knowing where you came from, where you are and where you want to be in the future. It is only when you know those key elements will you be able to plan a path appropriately. Remember always that measuring performance is something that you need to be
Measuring Performance Read More »
Businesses are busy and unfortunately, that means that amongst other things they don’t have the time to meet all applicants for a job any longer. They need to pre-screen them (often via the internal HR group) and only those candidates shortlisted will be selected for that all important face-to-face interview where you can hopefully impress
Mastering the Art of the Telephone Interview: Tips to Land Your Dream Job Read More »
