Charles Araujo

Service Management is Not a Toy

Charles Araujo — Fri, 15 Jul 2011 06:53:53 +0000

We techies love our toys. I know – I am as guilty as anyone. That’s cool, as long as we don’t treat Service Management as just another toy. Service Management is just a tool that we can and must use to provide better service to our customers. When we let it become the next latest and greatest thing it starts to become the center of attention and actually gets in the way of providing great service. You can’t let that happen.

Listen Soap Box Series – Service Management is NOT a Toy

Do You Know Your Services?

Charles Araujo — Tue, 28 Jun 2011 07:57:31 +0000

Services are from the customer perspective. Period. It is a simple concept – at least to me – but it seems that so many people cannot seem to get this straight. If your customer doesn’t value the “service” that you are identifying, then odds are it isn’t a service.

Listen Now: Soap Box Series – Do You Know Your Services?

Do You Know How to Trust?

Charles Araujo — Mon, 27 Jun 2011 07:45:54 +0000

Empowerment is all the rage. We hear it everywhere. That’s great, but empowering someone requires one thing that many organizations are afraid to offer up: trust.

In this episode of the Soap Box Series I examine why is this is so hard and why it is an absolute requirement to have a successful transformational program.

Listen Now: Soap Box Series – Do You Know How to Trust?

Introduction: What Problems Are We Trying to Fix

Charles Araujo — Sun, 26 Jun 2011 07:32:19 +0000

This, the first episode of the Soap Box Series, provides an overall introduction and then addresses one of the most foundational questions related to IT Service Management and IT Transformation Programs: What problems are we trying to fix and why? More importantly, why don’t we spend enough time asking that question?

Listen Now: Soapbox Series Introduction – What Problem Are We Trying to Solve