1. Rich Webner

    About: Rich Webner

    Senior Director-ITSM at Intact Technology Over my past 14 years in the ITSM industry I have had the privilege of leading technical teams in completing complex deployments and managing customer requirements and expectations going into a project. I believe that customer service should be the focus for ourselves in order to better help our customers.

Lack of User Trust is Killing IT

IT and its end users are at odds. This is most clearly illustrated by the growing trend of “Shadow IT”. Groups within Businesses routinely sidestep their own internal IT in favor of third party providers such as Amazon Web Services, Google, and Rackspace. And while its true that these providers operate on a scale most…

Are You Fighting for Your Users?

It has been noted many times that there are only two industries that refer to their customers as “users”: IT and illegal drugs. When you think about it – at some point both of them need a fix! (ba-dum-bump) Thank you! I’ll be here all week! The term “user” has been a part of IT…

Improve ITSM by Visualizing your Existing Data

How can we improve both the service we deliver and the end user’s experience with technologies and data that exist today? One of the problems we frequently find in IT Service Management (ITSM) is that customers have rich data available but it is not leveraged properly. We see this problem present itself when a user calls for support and…