I have recently moved into a new role, and it’s been a fun ride for the past two months learning and understanding a different part of the EMC Customer Support business. With the explosive growth that EMC has been going through during the past number of years, every organization has developed a “constant evolution” mentality

Transforming IT continues as our topic of focus this week with answers to many questions about IT as a Service. Once you’ve bought into transforming IT to ITaaS, you need to answer a key question: “Where do we start?” Wayne Pauley shares his thoughts on the business skills needed by Cloud developers and explains “Why do

Last week I had the privilege of attending the Technology Services Industry Association’s (TSIA) Technology Services World (TSW). The conference was an opportunity to connect with associates in the services business, collaborate with colleagues, and explore new ideas. In my previous post entitled “Rethinking Customer Support,” I discussed the new book entitled “Consumption Economics.” The

“Consistency” doesn’t have to mean “overkill.” How many meetings do you attend where several presenters show the same 20 slides – and often show a slide when there is no real need, just to meet a consistent format? Excel charts and tables embedded in PowerPoint slides may be the most commonly used format for business

It’s been a hectic month of August for me, which bucks against the trend of what should be a quiet time. But in these times we live in and with the frenetic pace of the 21st century, if you’re involved with Customer Support, you’re always busy. A good complaint A colleague of mine, Alan Walsh,