11 Tips For Implementing Your Own Genius Bar

11 tips for implementing your own Genius Bar

In a previous article I discussed whether or not an Apple style ‘Genius Bar’ was something IT departments should be considering.

Several clients of ours have Genius Bars set-up in a visible and central location, and tell us that they are very popular with their customers. Some universities have had IT outposts in their libraries for years. More of IT’s customers are using laptops, tablets and smartphones than desktops these days, enabling them to bring the device to IT rather than waiting for IT to come to them. These factors suggest that now may well be the time for IT departments to at least consider implementing a Genius Bar.

If you decide it is for you though, getting it right takes more than just reserving a spot and sending someone from the Service Desk to sit there. Here are 11 tips to help you get off on the right foot.

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How To Do IT Problem Management

How to do IT Problem Management

IT departments often stumble at the first hurdle with ITIL/ITSM style Problem Management. This can be for a variety of reasons, including:

  • Lack of a Problem Management module in their ITSM/Service Desk toolset.
  • Lack of ownership.
  • Lack of faith in the value of Problem Management.
  • Biting off more than they can chew.
  • Not knowing where to start.

Not every IT department has the resources to go 100% at Problem Management from the outset. But there are ways to address all of the above and start down the path of Problem Management without having to do vast amounts of work. Read on to find out how.

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Agile Is Not Just For Software Developers

Agile is not just for software developers

I was presenting at the PacRim Service Desk and IT Support conference last week where one of the most memorable presentations – apart from mine, of course 😉 – was by Ed Cortis, the Head of Solutions Delivery at Bankwest. Ed was so taken aback by the lack of awareness of Agile amongst the conference delegates that he made a last minute decision to present on a completely different topic from the one he’d prepared. Brave, reckless? Regardless, Ed pulled it off, giving a passionate presentation on why Agile is not just for developers and becoming the inspiration for this post.

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The Cult Of Omphaloskepsis

The Cult of Omphaloskepsis

I’m a big fan of Rob England’s ‘The IT Skeptic’ blog (http://www.itskeptic.org/blog). While I don’t always agree with Rob, I love the way he challenges ITSM dogma and gets me thinking about service management in a different way. And he writes in a wonderfully irreverent style too. Definitely recommended reading (the discussions that follow each post are usually good, too).

Recently, Rob has been blogging about the dangers of what he calls the ‘Cult of the Customer’, the danger of IT relentlessly driving for service improvement and saying ‘yes’ to customer demands no matter the cost.

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10 Ways To Reduce Post-go-live IT Support Headaches

10 ways to reduce post-go-live IT support headaches

You’re implementing a new IT service and keeping IT’s customers satisfied from the start is vital. Your reputation and the reputation of IT is riding on it. A lot may have gone into preparedness, customer training, testing… but things will still go wrong.  Customers will still have requests, experience faults or just have questions. This means that post go-live IT support is critical to keeping customers happy.

Here’s some things to consider getting in place to increase the chances of being able to provide good post go-live support for the new service and to minimise business disruption:

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10 Mistakes To Avoid When Choosing A New ITSM Toolset

10 mistakes to avoid when choosing a new ITSM toolset

ITSM toolset RFPs (or RFTs, RFQs, RFIs – whatever you call them in your organisation) are painful. They drag on for too long and require a lot of effort and you still end up with a vendor/tool combo that doesn’t meet your needs, or that costs you more than you budgeted for. And then what happens? IT limps on, hamstrung by workarounds and compromises and, before you know it, you’re back to the drawing board repeating the whole painful process.

Having spent over a decade helping organisations evaluate new ITSM toolsets, here’s my list of the ten most common pitfalls. Avoid these and you’ll greatly improve your chances of ending up with a solution that’s right for you:

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Why Providing Good Customer Service Is Not An Option

Why providing good customer service is not an option

I was recently reminded again of the power of good customer service. I went into my local NAB branch to setup a bank account. What the ‘concierge’ and the bank teller who then helped me did not realise was that if they could not assist me effectively, I was going straight across the road to the Bendigo Bank to open the account there instead (Bendigo Bank recently received the highest customer satisfaction score among Australian Banks in a report I read). I was reasonably satisfied with the NAB, but that is not enough to keep me if I think I might get better looked after just over the road!

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10 Ways To Increase IT Customer Survey Response Rates

10 ways to increase IT customer survey response rates

Using internal customer feedback is a powerful way to drive IT service improvement and far more effective than using typical ITIL-based process maturity assessments. Periodic IT customer satisfaction surveys are a great way to do this but it’s vital you get enough people to respond.

If your sample size is small, you won’t be able to reliably identify themes in the feedback. And if you’re like most IT departments, you’ll find the feedback biased towards the negative – the only people who bother to respond are those that are particularly disgruntled. And any satisfaction score you derive may fluctuate for insignificant reasons and won’t highlight any real trends.

Here are ten things you can do to drive up your response rate.

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