Incident Management and Problem Management are both key components of the ITIL service model and have been defined and created in an effort to provide a better and more streamlined service to consumers. ITIL itself stands for the – Information Technology Infrastructure Library – and comprises of the following books: ITIL Service Strategy ITIL Service […]
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In Customer Service and Technical Support it is all about getting that client issue to the right person (based on skills and language) as quickly as possible and ensuring that you meet or exceed your SLA. Now this can be accomplished through a variety of different methods and depending upon the size of your contact
Technical Support and Tiered Support Levels Read More »
PRINCE2 stands for PRojects IN Controlled Environments and is a very popular method for effective Project Management. PROJECT MANAGEMENT While PRINCE2 is one way of managing Projects, it is worthwhile defining what exactly a project is and why it needs management in the first place! A project is specific task/role that needs to be completed to meet certain
There are several key reasons to ensure that your staff are appropriate trained and skilled. Perhaps the most important is that it ensures your team is better able to provide a response to your customer that is appropriate to their issue or problem. In addition, by ensuring that your staff have the right skills, your
Why Is Training Important? Read More »
Your CV and Resume is your primary tool in finding a new role. Without having a properly formatted and targeted resume, you are not presenting yourself in the best light possible and you will lose out to others. Spending the time now is a wise investment not only in your future but also in your
Some Resume Essentials Read More »
Matrix management is somewhat different to the standard way of managing people and processes; however for a Project Manager, this is generally the only way of getting things done. Most projects operate in some kind of a matrix environment where resources to actually get the job done are acquired and released from other teams. In
Managing in a Matrix Structure Read More »
Your type does not determine your behavior. The Myers-Briggs Type Indicator is simply a categorization of how you “prefer” to behave and even this is to some extent situation dependent as while someone might be a “E” type personality (i.e. Extraversian), after a full day at work and meeting/greeting/interacting with people – their inclination at
Myers-Briggs Preferences Read More »
Once upon a time some very smart and intelligent people looked at the world around them and realized that the way things are working now is not the only way in which things can work. These people realized that the businesses exist to service a need and the need they are fulfilling is what people
Six Sigma and Process Improvement Read More »
There are many ways of learning what is essential in your business. However probably the most powerful and least practiced is that of Customer Feedback. Having the greatest widget in the world is useless if your customers don’t want to buy it and if it doesn’t resolve a perceived need. Getting that information from your
The Voice of the Customer Read More »
