Plan Slowly and Deliver Rapidly

“It’s software-as-a-service—it’s easy to implement.” How many times have we heard that statement only to realize that ease of implementation depends on a number of factors? For one, it depends on how well defined our existing internal processes are. Due to time constraints and limited resources, process mapping is usually …

The Importance of Asking “Why?” in Business

“Daddy, why is water wet?” “Mommy, why is the sky blue?” “Why, why, why, why, why?” When we hear children ask those never-ending round of questions beginning with “why,” we might want to pull our hair out. So, it’s understandable that when we hear “why?” from another adult, there can …

Take Your Eye Off The Ball

Take your eye off the ball to see the future of IT Service Management Do you ever wish that you could predict what your customers will need most in 1, 5 or 10 years? Wouldn’t it be great to know what technologies to prepare for and which specialties to focus …

Exceptional Customer Service: Beyond the Bottom Line

Good customer service is good business. In a highly competitive marketplace, a company with lousy customer service won’t be around long. Beyond helping a business’s bottom line, exceptional customer service allows a business to connect with people at a personal level, build relationships, heighten employee’s enjoyment at work, and build …