Living by Experience - Travel and Photography Lifestyle Magazine
Service Is A Mindset, Not A Department
As a customer, I know what it’s like to be on the customer side of the counter. You want...
New Online Course on Key Performance Indicators and Reporting
As promised – my new course Service Management Key Performance Indicators and Reporting is now live and available for you to preview at Liberty Training Academy! You could be one of the first people to get access. This course will be more advanced than the foundation course on Service Management... Read more
The Root Cause Of All Evil In Service Management (And Poor Customer Service)
To my surprise, one of my highest rated and most popular online courses is still the first one I ever created: IT Service Management Foundations. Maybe not as sexy as a topic like writing a book, building your online imperium or enjoying luxury travel experiences – but popular nonetheless.... Read more
Service Is A Mindset, Not A Department
As a customer, I know what it’s like to be on the customer side of the counter. You want to turn over your hard earned money in exchange for something you want, either goods or services. Often this process goes well, but from time to time you may be... Read more
Stop Playing Rock Paper Scissors In Service Management

Service is a mindset, not a department. I’ve worked many years as a business process consultant and wrote the things from scratch. Walls full of them, at times. But I’ve always shared my opinion to use whatever elaborate process we came up with as a guideline.

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