With nearly 15 years of experience in the IT industry, Matt Cox is a lover of creating technical solutions and successful customers. As the Senior Director, Technical Operations, ITSM, he leads the talented team of ITSM solutions engineering, on-boarding, and support teams, working with customers of all sizes and across many different industries to create tailored service management solutions using ITSM and ITIL best practices. Fun fact—he once went hang gliding off a cliff in Ecuador.




when does an incident becomes problem

author:

ITSM

Enterprise Chatbot Best Practices

February 19, 2019

Learn how chatbots can improve your organizations’ customer service experience. These chatbot best practices will help you plan for implementation and deployment.






what is agile service management

author:

ITSM

What is Agile Service Management?

August 23, 2018

What is Agile Service Management in an IT Service Management (ITSM) context? Is it an official term? Is there a body of knowledge behind it? Before answering that question, it’s important to define what is meant by agile.


make reporting part of IT service catalog

author:

ITSM

7 Ways IT Data Powers the Service Desk

June 14, 2018

Data is only valuable if you use it to solve a problem. Look no further than the IT service desk for a number of possibilities. Here are seven IT service desk functions that depend on collecting and using accurate IT data: