At a recent IT Service Conference, I took part in a great workshop about measures. For me the most important measure is listening to my staff and customers. Ultimately, if you can create a climate of openness, then people will tell you honestly what is working well and what isn’t. Why would anyone want to give … Continue reading
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Social Media, Risk or Opportunity?
A couple of days out of the office with IT Support Staff from other Higher Education IT Service teams and also delivering a session for our HR Team on use of social media and technology to aid communication has prompted me to reflect on the power of social media. I’d be interested in what you think? Whether we … Continue reading
View from Crewe – Reflections
After the excitement of live daily blogs last week from the UCISA conference, this blog is a few thoughts and reflections. For those that missed them, here are “A View from Crewe” blog 1 and blog 2. I’ve been thinking about where the OU is relative to other universities. We are ahead in some ways – many universities are still grappling with centralising … Continue reading
View from Crewe Day 2; The science behind smart phones and toilets
A great evening last night featuring a BBQ (it can be warm and sunny up north) followed by Family Fortunes with some amazing answers to what a Service Desk does all day from Edge Hill and other universities. I believe a good evening followed in the bar. I can’t report on that as I chose … Continue reading
Great Customer Service – Metrics or something else?
Two examples of excellent customer service this week has prompted me to ask “What makes service great?“. What can we learn in IT from other industries? Metrics do have a place, if they are relevant and understandable to the customer, but I think they are more for managing your own teams performance and providing an early … Continue reading