Customer Satisfaction Isn’t Service Quality

We all make satisfaction vs. quality decisions every day. I can go to a restaurant and get a quick meal that won’t be very tasty, but it’s fast, cheap and good enough for now. If you catch me as I leave the restaurant and ask me if I am satisfied with my encounter I will…

Upgrading to the Right Service Desk Software

With the adoption of ITIL soaring into high gear, the evolution of the service desk technologies to support the services delivery is a critical step. Vendors are racing to develop service desk technology that align with ITIL processes in order to provide additional value and enable organizations to transform their IT departments into service organizations….