Brian Sherman Posts

Jean Mork Bredson of Service800 concluded the presentations at the IT Services and Support Executive Forum meeting with a ServiceMetric Benchmark Program Update. The 2009 Survey of approximately 250,000 service customers included queries on a variety of service-related questions. The study found a major shift in customer attitude concerning service, with response time usurping the former key goal of repair time. This suggests that reducing the time for initial contact will inversely increase c ...

Day two of the CompTIA IT Services and Support Executive Forum meeting is in full swing today, as the attendees concluded a networking breakfast and moved quickly into an update on public policies. The association represents the interests of IT services companies and communicates the top issues affecting the industry on a regular basis. With policy offices in Washington and Brussels, they have a global, national, and regional footprint, keeping community members informed of issues that could aff ...

Prior to concluding the formal meeting sessions for day one in Tampa, the group held a lively interactive workshop to determine the key issues not being addressed by the services industry. This is always a great time to be in the meetings, to see the topics each company (and their representatives) is passionate about. With a varied audience of service providers, vendors, distributors, and parts logistics companies in one room, it tends to amplify the dialogue of this brainstorming session. ...

When you take on a new project and commit to a delivery date, how often are you able to meet that demand? As organizations grow and services/technologies get more complex, the task becomes even more difficult. Major project and service plans require a substantial amount of planning and painstaking attention to timelines, and the right people in charge to properly fulfill contract stipulations. These are the areas Michael Johnson of Insight Technology Solutions covered in his keynote at the CompT ...

After a round of personal introductions, attendees at the two-day IT Services and Support Executive Forum meeting in Tampa started out with an interactive discussion by Heather Clancy on “Refining Your IT Services Strategy: 10 Trends and Technologies.” The renowned technology author and former editor of Computer Reseller News (CRN) has written articles for Entrepreneur magazine, Fortune Small Business, and the New York Times, and collaborates with numerous companies on channel s ...

The CompTIA IT Services and Support Executive Forum will kick off its first meeting of 2010 in Tampa later today, with a host of industry executives and thought leaders in attendance. The group heads to the “Sunshine State” with high expectations for the industry and many impactful topics on the schedule. For those of you familiar with the IT Services and Support Section, you’ll be happy to know that the group is the same, but with a new name and an enhanced commitment from C ...