One of best way of improving is learn from the experts in other industries. A few years ago, British Airways wanted to redesign club class on their planes, so they thought luxury in a small space. Who did they choose? A yacht designer. When they redesigned check in layout, they went to Disney to look at … Continue reading
Actually, this blog is about “What does Agile Development mean in IT Service?” More about families at the end including a useful video for those with young kids. The Open University is using agile methodologies to increase productivity and responsiveness. This has got me thinking about what it means for IT Service. Agile is all … Continue reading
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
I spent two very useful days at a CIO conference this week, so I thought I would share some thoughts and themes. These included The maturing of Data Analytics, and how to generate business value from the huge amounts of data we capture. Click here for a really good blog by Chris Skinner on this … Continue reading
Mark Jacot 