In any IT-based service operation, such as IT Service Management (ITSM), especially when they operate on ITIL principles, a Business Relationship Manager (BRM) is the go-between with the rest of the organization.
In today's competitive business landscape, delivering exceptional customer experiences has become a critical factor for success.
A customer experience strategy encompasses a carefully crafted plan that outlines how an organization intends to meet and exceed customer expectations at every touchpoint. It goes beyond providing excellent customer service or support; it involves a holistic approach to shaping a customer's experience with a brand or organization. However, a customer experience strategy is not a static document or a one-time effort. It requires continuous evaluation, refinement, and adaptation to evolving customer needs and market trends. Customer service (CS) and customer experience (CX) managers are responsible for keeping this strategy alive, updated, and aligned with the organization's goals.
The healthcare industry is subject to many types of existing and new cybersecurity threats. With technology constantly developing and information considered to be highly valuable, cyber criminals see this industry as a gold mine of sorts. Crime can also occur internally, with employees playing the part of "bad actor."
As the pace of innovation accelerates, companies must keep up with the latest trends to remain competitive. This, in turn, places a significant burden on the IT department to manage and maintain the technological infrastructure and to identify and implement new technologies. As a result, IT professionals are under mounting pressure to deliver high-quality services in a timely and cost-effective manner, all while ensuring the security and reliability of critical systems.
Digital assets play such an essential role in the functioning of businesses, organizations, and governments worldwide. Think about everything you manage during your day-to-day working life. How much of what you're working with is digital or physical?
Chances are, most "assets" you work with, whether emails, documents, spreadsheets, software, and other files, are digital. Hence the importance of Digital Asset Management (DAM).
Change Management is a constant for ITIL and ITSM. Changes are often necessary, whether software or hardware roll-outs or systems upgrades. Regrettably, as every IT professional and team leader knows, mistakes can happen.
Not every change management plan goes smoothly, and when you hit bumps in the road, you need control of the complete end-to-end process. Part of ensuring you have that control is to have contingencies in place for rolling back some of the changes that have been made.
In most organizations, there's an extensive "shadow IT" network, also known as a shadow IT system.
In every mid-size and large organization, there's usually an extensive interconnected network of approved software solutions and systems. In some cases, these software or hardware solutions are proprietary and have been developed exclusively for that organization.
However, since the turn of the century, there has been rapid proliferation of cloud-based software, hardware, apps, and other systems that organizations are now using. Businesses are often spending anywhere from tens to hundreds of thousands of dollars annually on software, hardware, and IT vendors and IT Service Management (ITSM) partners.
The 80/20 Rule is the principle that 80% of the effects come from 20% of the causes. It's often used in business to help identify how to operate more efficiently. It can be applied to almost every area of business, including IT Service Management (ITSM).
IT service organizations and teams are focused on providing the best possible service to their internal customers. Efficiency has always been integral to ITSM. Monitoring Key Performance Indicators (KPIs) and dashboards, and adherence to Service Level Agreements (SLAs) is essential to producing successful outcomes in ITSM.
But how do IT service managers and IT leaders know how and where to focus the team's resources and time?
Is it worth it for companies to encourage IT certifications for their technology employees? What certifications are organizations most interested in? Gaining competency in various areas helps expand the possibilities for your company's growth and an individual's job opportunities. If you're seeking a job in the IT industry, you want to know the best option to land the position you want.
Many medium to large-scale businesses have dedicated Chief Information Officers, or CIOs for short. These individuals are typically in charge of technical processes related to IT and managing data flow and storage. Smaller organizations may also have an individual in charge of these areas, but it may not be their first or only priority.
In recent times, CIOs have faced many challenges. These hardships are generally driven by a power struggle, not between people, but rather around responsibilities. Do they manage traditional IT functions like hardware fixes and software updates or do they drive the transformation of technology in the workplace to remain efficient and competitive? With cyber risks at an all-time high and customers being as demanding as ever, finding a balance between IT function and digital transformation are critical to becoming a forward-thinking organization.
