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Inside the Barrel

Blog - Cask

By

Mark Smiley, Principal Advisor

Mark Smiley, Principal Advisor
Mark is a Senior Advisor at Cask, Service Desk organizational expert, and has 12+ years of hand-on Service Management, Service Desk, IT Operations, Service Delivery and Consulting experience. Mark partners with customers across Technology, Financial Services, Energy, and Government industries to develop services and supporting world class processes.

Recent Posts

City governments are tasked with providing essential services for their citizens.  Many do so on razor thin budgets and an ever-rising demand from those who they serve.  City agencies—especi...

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If you’re working at a city agency—or any other department that interacts with the public— you’ve probably come to realize that many of your constituents contact you throughout the week to a...

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Managing the services offered by a city of any size can be a daunting task. As the number of agencies and departments expands to meet the needs of a growing population, and as new technologi...

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Setting realistic expectations for the delivery of services to your constituents can be a tricky proposition. If your agency makes promises that they simply cannot keep, your constituents wi...

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What does it take to make that one particular coffee shop, or chain, your actual favorite?  Sure the quality of the product has to be good, but what extra level of service do they provide th...

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HOW TO SEE THE FUTURE

If you’re an employee at a contact center, everyday life can sometimes feel like a roller coaster.  You’ll have moments of calm, followed by a sudden influx of calls an...

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Organizations, throughout multiple industries, are striving to successfully manage their IT environments. Many even find it necessary to invite assistance from some form of professional serv...

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When we discuss several of the various aspects of IT Service Management, and ITIL in particular, we tend to focus on relatively rigid, repeatable, and metric-driven processes.  These more ri...

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