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

Matt Nimeth

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4 Strategies For Motivating Your Customers To Use the Self-Service Portal

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Everybody seems to be talking about getting their customers using the portal rather than calling the service desk. Getting them to actually use the portal without making them feel like you are pushing them away can be a challenge. The benefits of increasing the ratio of portal submitted vs. call submitted incidents are plenty but include: Lower cost – Having

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Service Desk Zen and the Art of Paddling a Canoe

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Recently, I was in a lunch meeting with Arlen, our CTO, and something he said got me asking myself, “What’s the difference between a course correction and having to plot a new course altogether?” I mean, some of the things I’ve heard called “BI” in the corporate world could have been more appropriately called “B archaeology.” How does any of

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