I recently had a speaking gig at the offices of Zendesk in London.

Now I want to say that they are the vendors of an excellent service tool, which has a distinct focus on the customer, something that’s perhaps missing from their ITIL-compliant competitors. I also want to say that I had a conversation with one of the attendees who was an IT service delivery manager at a media firm, and was also a Zendesk customer. I asked him why he opted for Zendesk instead of one of the compliant alternatives. He said that in his media firm, customers (please don’t make me say users) frequently requested all manner of non-standard and bespoke arrangements. He said that the many of ITIL tools forced him down very trammelled flows. He said that Zendesk was more flexible.

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