Trying is Everything

How are we going to solve this problem?

It’s impossible to know all the possible solutions to a given problem, and the more complex the problem, the more possible solutions there may be.

Nothing inspires me to grab my toolbox more than problems that need solving. How do you add solutions to your toolbox? How do you hone your skills in applying those tools?

This is why trying is everything.tools

Without the upfront work of experience and trying things, you may not know which tool is sharpest, or the best fit for problem.  In tech work this means trying lots of things, platforms, technologies and approaches to applying those technologies. It means talking to people who have tried lots of things and connecting to people who carry a bigger toolbox or sharpened tools.

Get involved in communities, join meetups focused on solutions and try everything!

Ready to try something new? Join our hackathon: http://developer.kineticdata.com/hackathon

Higher Ed Service Catalogs: Six Top Questions Answered

While CIOs across industries are grappling with new threats and opportunities presented by revolutionary technological change, those who work in college and university settings face unique challenges.

Top questions about higher ed service catalogsWriting on LinkedIn Pulse, Tracie Bryant notes than in addition to common CIO challenges like budgeting, strategy, and training, higher ed CIOs must also address issues like scaling up bandwidth to handle “the booming popularity of online classes,” and implementing an advanced technology infrastructure to attract the best and brightest students and faculty (as well as donations).

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Three More Key Findings About the Future of IT Service Management from EMA Research

The consumerization of IT, digital business model disruption, and the need for greater speed in technology development are combining to dramatically change the role of IT service management. According to Dennis Drogseth of Enterprise Management Associates (EMA), “Both the ‘rules’ and the ‘roles’ governing IT Service Management (ITSM) are evolving” as the relationship changes “between IT and its service consumers.”

Cloud computing, mobile, and the future of ITSMIn The Future of ITSM: How Are Roles (and Rules) Changing? Part 2, Drogseth details several conclusions from the organization’s research, expanding on previously reported findings. Here are three observations that stand out, with additional commentary.

Service management isn’t just for IT anymore.

Among EMA’s findings, “89% of respondents had plans to consolidate IT and non-IT customer service.”

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How to Provide Simply Great Customer Service

As products and services become more commoditized, competition is increasingly global, and high product quality is no longer a differentiator, the potential reward for providing excellent customer service becomes ever greater. As noted here recently, having “happy customers (leads) to higher profitability and stock price.”

Simple, great customer serviceThe costs of poor customer become greater as well. According to the latest customer service statistics, just 1% of customers ” feel that their expectations of good customer service are always met.” Meanwhile, 86% are willing to pay up to 25% more for a better customer experience.

Among other findings regarding the frustration caused by poor customer service:

  • 84% of customers say that their expectations had not been exceeded in their last customer service interaction.
  • 82% of consumers have stopped doing business with a company because of bad customer service.
  • 58% will never use the company again after a negative experience.

Continue reading “How to Provide Simply Great Customer Service”

New Definitions Added to the Ultimate ITSM Glossary

As noted here previously, there are numerous words, phrases, and acronyms which are either unique to the IT service management and ITIL world, or have a specific meaning within those contexts.

To help clarify these terms and concepts, Kinetic Data has compiled definitions for nearly 60 items in our ITIL – ITSM glossary.

ITSM-ITIL glossary - new terms addedBut the IT discipline is constantly evolving, with new practices, technology, concepts, models, trends and ideas being introduced. Reflecting these ongoing changes, four new entries were recently added to the glossary of ITSM terms.

DevOps

Few terms in the realm of ITIL and IT service management are as controversial to define as DevOps; there seem to be nearly as many definitions as the number of people trying to define it. Continue reading “New Definitions Added to the Ultimate ITSM Glossary”

Why High “Flow” Companies Will Win – And How to Become One

Have you ever found yourself so totally immersed in an activity that you lose track of time? Perhaps while putting together a puzzle, solving a complex problem, or heads-down in a hobby, you’ve become engrossed in the task at hand.

If so, you’ve experienced “flow,” the highest state of human performance and productivity.

Working in the flow stateThough the term originated in research by psychologist Mihaly Csikszentmihalyi and his 1990 book on the subject, Flow: The Psychology of Optimal Experience, the business world has only fairly recently recognized its potential for increasing employee happiness and improving the customer experience. Continue reading “Why High “Flow” Companies Will Win – And How to Become One”

Happy Employees, Happy Customers, Higher Profit: How to Get It All With Proactive IT

The link between employee happiness and business results is clear, according to recent research from the Russell Investment Group, Deloitte and others. Happy employees make for happy customers, leading to higher profitability and stock price.

Summarizing the studies in Forbes, Blake Morgan affirms that happy workers mean higher profits, noting “publicly traded companies in the Fortune ‘100 Best Companies to Work For’ list have gained an average 10.8% a year since 1998” (versus 6.5% for the DJIA and 5.3% for the S&P 500 over the same period).

How happly employees mean higher profitsShe further observes that “The same companies invest in employee happiness year after year. The rest continue to not invest. There’s a clear line between companies that get it and companies that don’t.”

While numerous factors impact employee happiness, a proactive IT support strategy can play a key role. Continue reading “Happy Employees, Happy Customers, Higher Profit: How to Get It All With Proactive IT”

Schneider Electric Energizes Employee Services with Smarter Request Management

Organizations constantly change: they add and drop product lines, acquire other companies, divest business units, and expand into new markets or countries.

The true measure of any enterprise technology is not whether it can merely adapt to such changes, but also enable continual improvement,  both operationally and in employee experience.

Schneider Electric call deflection savingsWhen Schneider Electric launched an initiative to upgrade its employee services request portal, it put its request management software to the test. Here’s the company’s story.

Schneider Electric is a global organization with more than 170,000 employees in 134 countries, supplying a wide range of business and residential energy products and services.

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