How do you fix broken customer experience and other business problems? Get to the root cause of the problem — the actual root cause. In my previous CMSWire article, I wrote about whether it’s better ...

When I was growing up, my family moved several times due to my father’s work with the U.S. Public Health service. Up until the age of 8, I lived in four different states from the west coast to the ...

Etienne Farcot does not work for, consult, own shares in or receive funding from any company or organization that would benefit from this article, and has disclosed no relevant affiliations beyond ...

Do you play pool? I sure don’t. But I know enough about the game to use it as a metaphor for the hidden reasons we don’t do what we say we will. The object is to get balls into pockets using a big ...

When there’s a major systems outage or performance issue, IT teams come to the rescue to restore services as quickly as possible. Some IT organizations follow IT service management (ITSM) incident ...