ITSMTransition

Author: Greg Sanker

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

Basic ITIL Request Fulfillment and Excellent Customer Service

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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 …

The Total Beginner’s Guide to becoming an ITSM Professional

If this headline caught your eye, you’re probably thinking about your role in ITIL and ITSM. With overwhelming global adoption, you’re smart to be thinking about it. This article is about  your development as an ITSM professional. The Accidental Tourist Like a lot of ITSM people, I came into this kicking screaming. I was skeptical. …

What Is Basic ITIL Incident Management

Thinking about ITIL Incident Management? You know how Incidents are handled has an enormous impact to customer satisfaction. This quick-start summary will tell you what you need to know to get started. I’ve Fallen and I can’t get up When things stop working, customers call Service Desk to get it fixed. Incident Management is the …

How to Measure a Basic ITIL Change Management Process

Have a basic ITIL Change Management process, or planning to implement one? Change Management should implement changes faster and reduce the risk of business impact. I’ll show you how the right metrics get you there. What does ‘Success’ look like? In IT Service Management, we talk about Critical Success Factors (CSF). Which sounds grandiose, but …

How Apple Reduces Time To Value (and what your IT can learn from them)

Apple has a reputation for the right products at the right time. What can IT learn from Apple about creating raving fans by reducing Time to Value? Christopher Meyer did a great piece on Apple’s Most Obvious Secret: Reducing Time to Value. Apple has built a corporate culture around customer value. It’s not how quickly …

Help! I’ve been asked to Implement Change Management. What do I do?

Your boss says he wants you to implement IT Change Management. Google it (which is probably why you’re reading this now) and you get countless pages of mind numbing details. What do I do? Where do I even start? Where to Start with IT Change Management First of all, don’t panic. You’re in the right …

How ITIL Change Management Improves Incident Management

Change Management is usually thought of as a back office function that minimizes the chances of screwing things up while making changes. When done right, it does a lot more. Read how Change Management improves Incident Management. Added Value of Change Management In How to Implement Basic ITIL Change Management I talked about the primary …