Hosted by Peter McGarahan. Rapid and breathtaking technology advances are forcing radical changes in how service and support organizations function. This includes their culture, leadership, and even careers. Global business and social trends, as well … [Read more...] about Pete Talks: Business and Technology Trends That Will Change The Way We Work!
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Webinar: Using Lean/Six Sigma Process Improvement to Implement ITIL® Service Delivery Best Practices
Presented by Frank Herman, Principal at LeanVista LLC If you plan to leverage the power of ITIL's service delivery best practices, what you're really doing is a series of process improvement projects. Learn from the best practices of process … [Read more...] about Webinar: Using Lean/Six Sigma Process Improvement to Implement ITIL® Service Delivery Best Practices
Webinar: Collaborative Teaming: How to Manage Team-Based Projects
Julie Reaume, Director of Development at MindMuze, will discuss how to manage projects as a collaborative team effort, focusing on the Do's and Don'ts, benefits and challenges, and why it's important to not have only Managers "manage". Key … [Read more...] about Webinar: Collaborative Teaming: How to Manage Team-Based Projects
Pete Talks: Delivering ROI by Taking Focused Actions from a Process Gap Analysis
Hosted by Peter McGarahan. Join Pete McGarahan as he welcomes Jim Bolton, President of Propoint Solutions. Jim will be sharing his professional expertise, lessons learned and practical experience in the areas of process assessment leading to … [Read more...] about Pete Talks: Delivering ROI by Taking Focused Actions from a Process Gap Analysis
Pete Talks: Building A Star Performer Customer Service Team
Hosted by Peter McGarahan Join us as we converse with Mary Cruse, senior support manager for First American, to discuss the components and characteristics of a Star Performing Customer Service team. Learn how to build and grow a team to … [Read more...] about Pete Talks: Building A Star Performer Customer Service Team
Webinar: Building a Customer Satisfaction Survey that Drives Service Improvement
Part 1, Presented by Charles Cyna, President, ThinkITSM Corp. Back by popular demand, dynamic speaker Charles Cyna joins us to kick off Thought Rock Live with a special two-part webcast series! Most IT organizations would agree that customer … [Read more...] about Webinar: Building a Customer Satisfaction Survey that Drives Service Improvement
Webinar: Building a Customer Satisfaction Survey that Drives Service Improvement
Part 2, Presented by Charles Cyna, President, ThinkITSM Corp. Back by popular demand, dynamic speaker Charles Cyna joins us to kick off Thought Rock Live with a special two-part webcast series! “Perception is reality” many service organizations (IT … [Read more...] about Webinar: Building a Customer Satisfaction Survey that Drives Service Improvement
Pete Talks: The Power of Metrics, Reporting and Storytelling with Malcolm Fry
Please join talk show facilitator Peter McGarahan as he welcomes Malcolm Fry. When your boss asks you how your team is performing, what's your response? What stories, reports or data are you sharing? To what result? What are the right measurements … [Read more...] about Pete Talks: The Power of Metrics, Reporting and Storytelling with Malcolm Fry
Pete Talks: Building a Successful Knowledge Management Program
Please join talk show facilitator Peter McGarahan as he welcomes Knowledge Champion William G. Purcell. Bill leads the IT Enterprise Support organization for Paychex Inc. Peter and Bill will discuss and share Knowledge Management success stories and … [Read more...] about Pete Talks: Building a Successful Knowledge Management Program
Webinar: Get your priSM Credential- Becoming a Professional in IT Service Management
IT Process Consultant Cathy Kirch joins Thought Rock to talk about the priSM credential and it's place in the IT industry. Attendees of this webcast will walk away knowing: What priSM is Who it is intended for Why IT professionals should be … [Read more...] about Webinar: Get your priSM Credential- Becoming a Professional in IT Service Management