Cherwell IT Service Management Blog
Resources, Best Practices, and Solutions for ITSM Pros

Jennifer Jones

Find me on:

My Most Popular Posts

Service Level Agreements (SLAs): Do you offer a warranty?

Posted by

As we all know, organisations of the modern era are looking more and more towards IT to supply a certain level of service. But what metrics should this level of service aim to meet and exceed? And how should these metrics be determined and measured? In order to offer efficient and effective VttB (value-to-the-business), IT should always aspire to reach

...

Reward the Right Service Desk Behavior. What Treats Do You Offer?

Posted by

At a recent SDI event in Birmingham on service desk leadership, I attended quite an interesting seminar entitled ”Catch People Doing Well.” As a big believer in positive thinking, wanting others to succeed and giving people credit for their victories, I was looking forward to hearing a service desk leader offer up her views. The presentation, conducted by a member

...

Service Desk Reporting: Report and Act on What Your Customers Want

Posted by

Phew! You’ve done it. Finally completed that monthly IT report for your management team that you have spent the last two days working on. But wait. Does your report answer your customers’ questions? Does it highlight what the business wants to know? Is your report meaningful to the business? Does it show value? Oh dear. Time to throw that version

...

That’s not how we do things. Service Desk Change: A fear or hope?

Posted by

The word change is defined as ‘an act or process through which something becomes different’. Sounds simple enough, doesn’t it? So why are so many of us hesitant of change? For some, the word alone creates sheer fear. Last week at the itSMF UK Annual Conference, I attended a thought-provoking seminar on the subject of change by Eddie Obeng of

...

Price, Product, Place, Promotion…Oh, and Customer Experience

Posted by

I am currently in the process of completing Hubspot’s Inbound Marketing Certification for the second time in 18 short months (the certification is up annually – look at that for a marketing tactic), and something in the first lesson grabbed my attention: ”Information empowers people with the means to make their own choices.” At face value, this is a pretty

...

Service Desks: Don’t Fear Change. Change is good!

Posted by

We’ve been speaking quite a bit this month about change. People fear change, but change often brings many unexpected benefits. And, for the IT community in particular, according to Malcolm Fry, “If there wasn’t any change, there probably would be no IT.” Think about that.Several of our customers have told us about the unexpected benefits they have experienced from switching

...