May 24, 2017

Project management: Getting down to the basics

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Wouldn’t it be nice if we could break project management (PM) down to simple basics? Some key practices to follow that would simplify our lives as project managers and make repeatable successes a more likely concept going forward? Oh wait! I know the answer to this one. We can. It’s called project management best practices. Now, I [...]

Seven Attributes of an Extraordinary Support Analyst (Part 2)

In my previous blog entry I highlighted four of the seven attributes of Extraordinary Support Analysts. Those are organized and disciplined; active listening; focus on one thing at a time; and feel the pain. The following completes the portfolio of attributes of an Extraordinary Support Analyst. 5.  Communicate with Clarity, Confidence and Credibility Average Support [...]

Seven Attributes of an Extraordinary Support Analyst (Part 1)

Changepoint Customer Service

For a number of years, I have had the good fortune to work with some of the finest Customer Support professionals serving the software manufacturing industry. Combining my experience of managing a global Support organization with several years of managing North American Technical Sales Support teams has offered the opportunity to observe what I have [...]

Transforming the CIO Role – A Work In Progress

Vange Yanni at Garnter PPM Summit 2013

It was great to be back at this year’s Gartner PPM and IT Governance Summit in London, an event which attracted over 400 attendees from across Europe, a great number of distinguished speakers and thought-leaders in the industry, and many organisations involved in PPM best practices. This year I presented on the topic of Elevating [...]

Coping with Services Growth

I’d like to use this blog to relay some of the interesting customer stories we’re hearing in the market today.  I know I always learn a great deal from the novel ways our customers apply our technology, and it’s my goal to pass that knowledge along to help other organizations that may be following a [...]