Resource Center

Latest Blog Articles

December 7 2017

To measure or optimize customer service, there are so many metrics and possible indicators. How to measure simply? What should we focus on to have the right time? Are there any "magic" metrics to know if customer expectations are truly surpassed?

We all agree that customer satisfaction is the ultimate goal of a service center or IT support department. But when it's time to dig and identify possible sources of improvement, the current IT manager wants to have a clear view of everyone's performance.

November 24 2017

The ITIL framework is a recognized industry standard, but was last updated in 2011. While its service management principles and processes still apply to current projects, new approaches need to be brought in.

Recent Documentation

June 13 2012
Healthcare IT requires full time intensive care
Nothing requires 99.99% uptime and high resolution speed more than health care.
July 12 2012
Top10 Help Desk Best Practices
We all know that help desk staff members are often just trying to keep their heads above water with the constant and daily deluge of requests ranging from an uncooperative mouse to a logistics error to a major database issue.

Last Webinars

November 11 2013
The new companion to IT Service Management: Global Service Chain (GSC)
This session presents a new companion in managing IT services to meet the Business needs at the strategic and tactical level…
November 11 2013
I have been assigned the service catalog implementation
The first question to ask yourself: Why improve the service catalog ?