Cloud service providers are no different from traditional IT service providers in relation to their need to provide quality, cost-effective, secure and available IT services. A key value proposition of cloud-based service providers is the provision of IT infrastructure and services under a utility or pay-per-use model. Cloud service providers should be focused on designing…

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For most people, calling technical support is somewhere near dental work on a list of fun things to do. Believe it or not, calling tech support for a computer problem doesn’t have to ruin your day. Working with technical support is all about communication as a smooth two-way interaction. The entire reason for your call…

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Read Part 1 Power of Consequences Unwanted behavior can very well be explained and, once understood, brought under control. The key is that behavior always has behavioral consequences. People learn from consequences. Behavior that results in positive consequences for the performer (the person showing the behavior) is likely to be repeated. To put it technically—behavior…

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Just about every professional IT service organization has adopted a best practice or a framework with the intention of structuring processes and professionalizing their way of working. The most popular choices are service management that uses ITIL® and project management that uses Agile and SCRUM. Usually, adopting and implementing them is a lengthy and costly…

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