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ITIL Service Management Tagged Articles



A Case Study on a Successful ITSM Intervention
This article elaborates on a successful ITSM Intervention taken by an expert in the field during his tenure as an ITSM Consultant. The result of administering ITSM in a client organization resulted in an average improvement of over 90% in the reduction of customer calls that go unanswered.

Other ITIL Service Management Related Articles

Speed Kills - The service standard that does more harm than good
As a business owner or manager, you have probably heard management experts refer to the importance of service standards for frontline employees. The idea is that managers should give customer-contact people a performance goal or service standard by which they can be measured and rewarded. Sounds good in theory. Unfortunately, over my years as a consultant and business advisor, and as a customer myself, I find that some service standards are not only ineffective, they are actually counterproductive. I wonder if this may be the case in your organization...
PROGRAM MANAGEMENT PLANNING
Effective and efficient management of a contract is critical to its success. In addition, management methodology should be based on a clear understanding of the client’s requirements and past experience. Proactive management, direction, control, and motivation of project personnel are the cornerstones of successful management plans.
How to Choose the Best Web-based Project Management Service for Your Business
Choosing a web-based service for your business is a significant commitment. And with so many options available, it can be a daunting task to narrow your search down to just one. Here are some things to consider when evaluating which web-based project management service is best for your business.
Industrial Engineering, a continuing productivity influence
Industrial Engineering contributes to productivity in many ways because it can improve performance throughout the P&L, the balance sheet, and customer service. Industrial Engineering tools can quantify and lower costs in administration, government, health care, labs, installation, maintenance, energy, the service industry, quality, materials, facility management as well as the production floor. Also see my four Amazon books, in print and Kindle editions. These topics are key to the practice of industrial engineering. Plant Design, Facility Layout, Floor Planning. Cost Reduction How to Survive, Recover, and Thrive Facility Relocation, Merger and Design Time and Motion Study What, Why, and How-To

Opportunities in Records Storage
Records storage and management is becoming a very popular ancillary service in the Self Storage Business. Many operators are discovering the benefit to their existing business of adding Records Management. Although not a new concept, it is growing in popularity as our industry looks to draw a broader customer base and generate additional revenue streams, thereby, lowering overall risk.

Contract Management Services – For The Supplier Or The Purchaser.
Contract management services are the management of purchasing and supply contracts by external consultancy companies. These are two-fold. The first is a service provided to purchasers who require one or more of their contracts to me managed.

Performance Management
A relatively new management buzz phrase, performance management, has been gaining popularity recently. Management, particularly sales management, has always been about getting results so clearly whatever sales managers have been doing prior to the emergence of this new concept should also be known as performance management. The article explains the tasks required to maximize performance.
The Significance of Customer Service
The quality of a business’ customer service to its customers is one of the most visible and significant aspects of organisational performance. Many organisations however find customer service to be one of the most challenging and neglected areas of management. Gary discusses in this article the significance that customer service has to the success of a business.
All I Want is an Extra Month
How many times have you caught yourself saying, “I just don’t have the time?” Think for a moment about what you might be able to accomplish if you had a 13th month next year? Would that help you get more of the results you are looking for? Let’s take a look at “Time Management” and what that really means. We don’t need to learn how to manage time well. We need to learn how to manage ourselves well. Time management is personal management. Time management is life management. Each one of us has been given the same 24 hours in a day. Time management is what you do with the time you have been given.
Blame Management for Poor Service
Buried in the publicity of a nasty airline strike was a vivid example of how misdirected management's service improvement efforts can become. To improve service, the airline ordered all attendants to attend three hour "Commitment to Courtesy" classes without pay. "They told us the reason we were losing money was because we were rude to passengers," said one attendant.
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