Month: May 2014

The surprising bonus value of ITIL CAB

ITIL CAB breaks down silos Pin it

CAB is arguably the most widely adopted ITIL® process, but its value goes far beyond Change Management. CAB rallies people  around a common cause; the perfect antidote for silos and fragmented service delivery. Didn’t see that one coming In What is an ITIL CAB: A Simple Explanation I talk about CAB evaluating changes for business …

Basic ITIL Request Fulfillment and Excellent Customer Service

Basic ITIL Request Fulfillment Pin it

Calls are not all created equal.  Read how Basic ITIL Request Fulfillment can help you  stop ‘taking tickets’ and start actively managing excellence in  customer service. Life is like a box of chocolates Every Service Desk analyst can tell you; answering the phone is a bit like the box-of-chocolate effect – you can get a …