contents | three
contents
5 | Editor
6 | News | IT companies bleeding money
Essex basks in heatwave
Trinity House signalling the way
10
THE DNA AT THE HEART OF YOUR BUSINESS
Time to raise the
game around
14 | Profi le | Comet | SupportWorld speaks to the teams who fi nd
customer service
delivery. Two key
themselves in the frontline when it comes to delivering outstanding
intiaitives to drive
service to customers up your customer
service awareness
16
THE QUEST FOR UNDERSTANDING
Most vendor organisations
carry out customer
satisfaction research, yet
20 | Enhancing Customer Experience Through ITSM |
often that is based on a
What is the secret to the success of the IT Service Management
narrow and arbitrary set of
system behind the UK’s leading online and home shopping retailer? dimensions. How do they

really match up?

23
HOW TO...IMPLEMENT CONFIGURATION MANAGEMENT
Implementing Confi guration
Management is no mean feat and, if
you are starting from scratch, it could
feel like an insurmountable task. Here
we take a look at some of the tools
and techniques that can be used to
help you rise to the challenge.
26
CAN ‘THIN’ BRING FAT REWARDS?
What value can a
30 | The Night The Stars Came Out | The stars shone brightly at
business extract from
the implementation
the 14th Service Desk and IT Support Excellence Awards
of thin client and
hosted virtual desktop
32 | SDI Connects | News and events from your Institute technologies? Can they
really deliver?
34 | Book Review | Sally Smith reviews the essential reference
guide ‘Metrics for IT Service Management’
august.september | 2009 SuppSupporortWtWorldorld
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