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ONLINE BOOKSTORE CUSTOMER FEEDBACK TECHNOLOGY NEWS ITSM  IPTV  Publications Ken Turbitt Blog Aidan Lawes Blog Paul Gostick Blog Dr Jenny Dugmore Blog Shirley Lacy Blog Alim Ozcan Blog Juan Jimenez Blog Ian Clayton Blog Nas Ozcan Blog Aidan Mills Blog ITSM Women in Work Index 2018 What's driving the gender pay gap and what gains can be made from closing it?... ITSM The General Data Protection Regulation Benchmarking Survey How are organisations facing the challenge of complying with the most radical overhaul of data protection laws in a generation?... ITSM Digital Health Technology Vision 2018 Health organizations are embracing intelligent technologies but must do more to prepare for societal impact... ITSM 2018 Supply Chain Top 25 Unilever defends top position; McDonald's joins the 'Masters' category... ITSM Ten Strategic Technology Trends for Government Technologies that enable new service models for digital government must be at the top of the list for government organizations as they prioritize technology investments... ITSM The Robots are Coming: Are CEOs Ready for the Era of Automation? CEOs agree that robotics is going to make their companies more efficient, with 94% of those who've already adopted robotics saying that it's increased productivity in their business... ITSM The 2015 Chief Digital Officer Study More companies are appointing a Chief Digital Officer to join their C-suite - but are they doing it quickly enough?... ITSM 18th Annual Global CEO Survey The United States has overtaken China as top target for growth for the first time in five years...  Latest 3 February 2011 | Ian Clayton Blog Mooning Amtrak This week Ian discusses the best practice of 'mooning' as a last resort to filing a customer complaint, and how outside-in thinking helps decompose the experience and enable truly customer focused service management....... 27 May 2010 | Ian Clayton Blog Every Cloud has a Silver Lining - for ITSM This week Ian looks at how cloud computing is affecting perceptions and reality in the realm of IT Service Management projects and the use of the ITIL framework....... 6 May 2010 | Ian Clayton Blog 'IO...IO... It's Off to Work We Go!' - Key Indicators You Might be Thinking Inside-Out (IO) This week Ian looks at some of the key indicators your organization is thinking 'inside-out' and failing the customer....... 29 April 2010 | Ian Clayton Blog 'Undercover Boss' - The Key to Becoming an Outside-Inner This week Ian looks at how to apply outside-In thinking to Service Management initiatives....... 21 April 2010 | Ian Clayton Blog It all Depends on What Your Definition of 'up' is... This week Ian looks at how inside-out thinking to managing IT services will help you to focus on internal processes and what constitutes a service....... 12 April 2010 | Ian Clayton Blog The Service Management Moment of Truth This week Ian looks at why well designed and carefully managed customer processes lead to greater satisfaction and lower costs....... 31 March 2010 | Ian Clayton Blog Dead Animals, Pizza and Five 'Service Catalog' Myths This week Ian looks at five common myths related to the service catalog and guides you on a path to delivering a successful list....... 27 January 2010 | Ian Clayton Blog ITIL - The ITSM Profession's Viagra This week Ian looks at IT Service Management and the role ITIL plays within it....... 11 January 2010 | Ian Clayton Blog Prepare Three Envelopes This week Ian looks at why the time is right to apply outside-in thinking to Service Management....... 25 November 2009 | Ian Clayton Blog The Management Imperatives This week Ian looks at why it is the responsibility of a service management professional to understand the role and key elements of a continuous improvement program... .... 14 October 2009 | Ian Clayton Blog The Tinkerbell Effect This week Ian looks at the consequences of not knowing how to be a customer....... 7 October 2009 | Ian Clayton Blog Ethel's Fax This week Ian looks at how a $150 fax became a component, configuration item, asset and service, all in one day....... 1 October 2009 | Ian Clayton Blog My Service Management Professional 'Bucket List' This week Ian provides you with his list of service management tips....... 23 September 2009 | Ian Clayton Blog Close Encounters of the Service Kind This week Ian looks at five kinds of service encounters experienced by providers and consumers of a service....... 9 September 2009 | Ian Clayton Blog The IT 'IT' Factor ITP is pleased to welcome Ian Clayton; many of you in the IT industry will already know Ian who is highly regarded as an authority on ITIL/ITSM practices. Ian will be bringing to you his thoughts and insights every Wednesday and would welcome any feedback to his new ITP weekly blog....... Previous Stories >

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