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

Lottie Davis

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5 Tips to Make CSI Stick

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Continual Service Improvement (CSI) seems to be an ITSM process that many IT help desk teams seem to have trouble making stick. Perhaps the reason for this is in the name — it should be continual. In a recent webinar, Tony Ranson, a consultant with the Service Desk Institute (SDI) and someone with a deep understanding of CSI, provided the...

Do you know your Service Desk Team’s Strengths?

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I recently took part in an online personality test to identify to my top five strengths. The instructions tell you to answer each question with your instinct to get the most accurate view of your top five skills, and the test aims to get you to focus on what you are good at rather than what you need to improve.Can...

How do you Keep Your Service Desk Customers Happy?

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‘I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.’ – Maya Angelou And that’s basically what it is all about — making service desk customers feel like you have done something for them, and that they have enjoyed the experience of interacting with you.

Delivering Business Value Metrics

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Are you tired of creating endless reports that are barely even glanced at by your boss? Phil Gerbyshak recently joined us for a webinar and gave us some great advice on how to focus your metrics into something useful and meaningful to the business and to make sure your time and efforts are not wasted. Phil starts off with an...

What do Dinosaurs, Dodos and Service Desks have in Common?

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It is understood that dinosaurs and dodos are extinct because they couldn’t adapt quickly enough to changes. We don’t want our service desks to follow in their footsteps. In the dinosaurs case, they weren’t able to cope with alternations to their environment. In the dodo’s case, they were oblivious to the threat of people who had begun to settle in...

7 Considerations for Developing a BYOD Policy

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Embracing the trend for BYOD will have an impact on your business, but there are ways to make sure this is a positive impact and not a negative one. For example, it is suggested that employees using their own device may work up to 240 additional hours per year. In a webinar with Martin Callinan from Express Metrix, we looked...