In a previous Executive Update [1], I alluded to the importance of the role of the customer service representative (CSR) in the IT function, attributing to it nothing less than the mythical healing powers of balm from Gideon for the oppressed CIO.
Executive Update
The Role of the IT Customer Service Representative
By Kenneth Rau
Posted July 14, 2007 | Leadership |
About The Author
Kenneth Rau is an internationally recognized authority on IT strategic planning, governance, control, and performance measurement. Mr. Rau has conducted research, written, spoken, consulted, and practiced in these areas for more than 30 years, helping businesses increase the business value of IT. His current areas of focus are IT performance measurement, governance, financial and risk management, and IT organizational change management.… Read More
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