THE CHALLENGE: How do you keep pace with ITSM Training? I asked the question of an IT Service Management Best Practices Group and was impressed with the volume of responses who are investing in Automated Test as a means to accelerate ITSM Training. We miss the latest advantages because by the time we finished Service […]
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ServiceNow Focus Feature on Guided Tour Designer. What ServiceNow Training Tools Do YOU love?
YouTube Community | Community Channel | Product Documentation | Products Reference Focus Feature: Guided Tour Designer Fast growth companies that are hiring support staff NEED something that assigns learning management requirements (Tools and Process) and validates completion as part of a New ITIL User Access Process. This would be cool to integrate with the New […]
Remembering Paradise by the iconic Meatloaf (Dead at 74 of COVID)
January 20, 2022, is 1 week after my 911 call for Covid round 2. I must have some greater purpose, as I keep living impossible circumstances. I caught SARS-COVID in 2020, before there was a vaccine or a treatment. I was double vaccinated and caught Omicron on Christmas Day 2021. I was due for my […]
Covid and Omicron 911, That was my Emergency
01/13/2022 8:30pm: 911, what is your emergency? I have Covid, I can’t breathe. Face and body flushed red as I choked out while coughing as if I will lose my lung, vomit and faint before we were done. I have taken Ventolin, ice water, and am on CPAP. Pulse Ox 94% and 86% Too sick […]
Fresh Juicing for Healing: Dawn’s COVID Part 2 (Omicron edition)
I caught my second round of COVID for Christmas 2021. I have been in Quarantine since 2021, and will come out when the cough stops and the fever stays broken. My experience with SARS-COV2, versus Omicron was day and night. With SARS-COV2, I had over 200 symptoms, 63 trips to the Emergency Room, 3 lifesaving […]
Helping Career Seeker Resolutions for 2022
Expand goodness, encourage one another I am so blessed with an abundance of career opportunities; I have always shared with others; others also share with me. Let’s expand the goodness and make a commitment to keep helping one another. Here is what I am going to do in 2022 to help connect excellent jobseekers with […]
6 Tips For Improving First Call Resolution
Support and Service Delivery organizations can not improve what they do not measure and review. They can not measure what they do not define. Here are 6 tips for improving the Customer Experience (CX) which are cornerstone of a vibrant customer experience. Following best practices help realize these benefits: Higher ServiceDesk and IT Service Delivery […]
Freshwork’s Multichannel vision for FreshService (ITSM)
FRESHWORKS: the COMPANY: Headquartered in San Mateo, California, Freshworks employs 4,000 employees from 13 global locations. Freshworks became a public company, trading on Nasdaq as FRSH. Their founders Girish Mathrubootham and Shan Krishnasamy aim is to deliver modern, intuitive, and delightful products to customers worldwide, 11 years ago with a small idea for a ‘fresh’ helpdesk. Today they offer a […]
ServiceNow Knowledge Management
Knowledge Centered Support (KCS) is so hot now because people are now working more mobile in a post COVID arena and KCS has been found to be a significant enabler for Business Post COVID, in some cases just in time Knowledge Availability has reduced training costs by 15% while increasing call deflection and Customer Experience […]
Continuous Improvement: Because Great CX and EX is made, not born.
How can we be more innovative? How can our Service Desk can improve, from call takers to value creators? I love the movie, Office Space, a parody of typical IT work life of a mid to late-1990s software company. A clip from that film comes to mind when the question is asked how we can […]