Last week I spent several days with a long-term client at their US offices.  The goal of this trip was simple – get as much feedback on the “state of IT” a possible, then develop a plan to remediate any issues and execute. The end result was fantastic – great progress on all fronts and a very happy and more productive team. (more…)

It always amazes me just how many IT departments believe they’re “doing a great job”, but don’t actually  know how they’re doing.  Without gathering feedback from end-users, it’s hard truly understand the quality of service provided. Creating an open feedback loop builds a stronger relationship with end-users, gathers measurable feedback on IT performance and helps to improve overall service levels. (more…)