Greg Sanker is a 24 year veteran of Hewlett-Packard, where he served in various Information Technology roles, including Network Operations Manager. He currently manages the Service Management Office for the Oregon Department of Revenue

ITSM Blogs You Should be Reading

ITSM Blogs Pin it

Looking for some great ITSM blogs? Look no further. Here’s a truckload of great resources you should be reading!

What’s a RACI Chart and how do I use it?

Basic RACI Chart Pin it

Misunderstandings make for good TV entertainment, but in ITSM, it’s not so funny. A RACI chart is a quick and easy way to create clarity. I have no clue who first created the RACI chart, but like most common sense, it likely was born out of necessity. I picture a  struggling team trying to figure …

OneTeam

ITIL Teamwork OneTeam Pin it

Earth to IT: we don’t care about your stupid internal bickering and blame games. We expect you to work together to help us solve our business problems. Your customers are under pressure to deliver results, and they don’t have patience for silos and tribalism. If you have a silo’d IT culture ~ it’s time to grow …

The Practitioner’s Dilemma: How to Adapt ITIL

Adapt and adopt IT best practices Pin it

Trying to implement ITIL processes “by the book” is destined to fail. Practitioners must adapt best practices to meet the organization’s unique challenges. The Practitioner’s Dilemma Many newly trained and highly motivated folks head back to the office intent on trying to implement ITIL processes. Makes sense, right? But I’ve seen a wake of disaster …

Why ITIL Doesn’t Work in the Real World

ITIL Help Pin it

Feeling like the lone ITIL prophet, without honor in your home town? Knowing how much IT Service Management can help, but feeling it will never happen because of the huge gap between ‘here’ and ‘there’? Been there. Why IT’IL never work You’ve been to ITIL training. You know how it’s supposed to work. But there’s …

The surprising bonus value of ITIL CAB

ITIL CAB breaks down silos Pin it

CAB is arguably the most widely adopted ITIL® process, but its value goes far beyond Change Management. CAB rallies people  around a common cause; the perfect antidote for silos and fragmented service delivery. Didn’t see that one coming In What is an ITIL CAB: A Simple Explanation I talk about CAB evaluating changes for business …

Basic ITIL Request Fulfillment and Excellent Customer Service

Basic ITIL Request Fulfillment Pin it

Calls are not all created equal.  Read how Basic ITIL Request Fulfillment can help you  stop ‘taking tickets’ and start actively managing excellence in  customer service. Life is like a box of chocolates Every Service Desk analyst can tell you; answering the phone is a bit like the box-of-chocolate effect – you can get a …

The Difference Between Standard and Normal Changes in ITIL

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Often times people confuse ‘Standard’ and ‘Normal’ Change in IT Change Management. There’s an important concept that gets missed when they’re mixed up. This article will help you keep them straight.  Scope of Change Management First things first. Change Management is a control process. In addition to its widely understood role of evaluating changes for …

IT Improvement: Let’s Get This Party Started!

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 In IT, there are times for incremental improvements and other times when you just gotta start a revolution. At the 2012 Summer Olympics, the difference between the podium and obscurity in men’s high jump was a mere 10 centimeters. Dating back to the late 1800’s, high jump has been dominated by two major techniques: scissors …

Holding Still and The Illusion of IT Stability

Keeping your IT infrastructure stable while making necessary changes feels a bit like walking a tightrope without a net. A near-impossible feat requiring nimble balance The art of Tightrope Walking Nik Wallenda recently walked a tightrope over a quarter mile chasm near the Grand Canyon on live television  He did it with no safety harness; …

How to Implement Basic ITIL® Problem Management

If you’re in IT, fixing the same issues again and again may not mean you’re insane, but it’s definitely driving your customers crazy! Stop the Insanity with Problem Management! Most organizations start looking at formal Problem Management when there’s a highly visible problem that they just can’t seem to fix. Customers are frustrated and complaining. …

What is a Service in ITIL?

Looking for a working definition of an ITIL Service? Is it Customer Service, or something more? Read on for a straight-forward explanation. Maybe it’s just me, but I’ve seen a lot of “Service Management” discussions lately where it’s clear those talking don’t share the same understanding of “service”. Unfortunately, it’s more than simple semantics. Service …

Enabling Excellence in IT Service Management

I expect excellence in myself and others. Excellence is relative to my current ability; always striving for continual  improvement. Excellence is pushing the limit of my current ability, the undying belief that I can do great things, and unrelenting commitment to achieve it. ~ Greg Sanker I started ITSMTransition with one goal – to Enable …

Six Problem Management Myths Busted (and One Confirmed!)

Just because every now and then, you call an IT issue a “problem” and resolve it, does not mean you’re doing problem management! — Joe the IT Guy Problem Management Myths Joe the IT Guy recently wrote about Problem Management: No Problemo on his blog (I highly recommend stopping by. Great stuff). While writing What is …

What is Basic ITIL Problem Management?

When Devo unleashed their infamous “When a problem comes along, you must whip it”, they did more than coin an icon of 80’s pop music. Let’s move ahead with Basic ITIL Problem Management. The Problem with ‘Problem’ So, what exactly is a ‘Problem’ In ITIL, a Problem is the underlying cause of one or more …

The Real Value of ITIL Incident Management

The value of ITIL Incident Management is not restoring service. You heard me right. If you’re focusing on how quickly you resolve Incidents, you’re missing the point. Don’t believe me? Read to find the real value of Incident Management. Goal of Incident Management If you’ve been in IT for more than a few minutes, you’ve …

IT Transformation; Hitting ‘The Wall’

If you’ve been working on IT Service Management for some time, you’ve undoubtedly had times when you are just exhausted. Not sure you can take another step. Sound familiar? So much to do, so much opportunity; an endless uphill battle. And on top of that… …the regular job most of us in Service Management have …

What is Basic ITIL Request Fulfillment?

Like it or not, customers evaluate IT on two things: How well you fix things that break, and how well you get me things I need. This article focuses on making happy customers through Basic ITIL Request Fulfillment. Incidents and Requests Incidents and Requests are often lumped together in the Service Desk as “calls” or …

How Organizational Management of Change is Like Quitting Smoking

Organizational Management of Change is a lot like quitting smoking.  Most of us know a current or former smoker, and how hard it is to quit. What can we learn to help us better manage organizational change? I recently saw an on-line conversation between a currently-quitting smoker and a former smoker. The latter was encouraging …

Improving IT Service Delivery: CSI is NOT a Process

Thinking of CSI as a merely a process not only misses the point, it’s also hazardous to real improvement. CSI is NOT a process! CSI is Not a Process ITIL has a full book dedicated to Continual Service Improvement. CSI is a relative newcomer to IT Service Management. Want to know why? Because CSI is …