What do unicorns and rainbows have to do with IT Strategic Vision and Service Management? It’s an interesting tale, and if you read on, I’ll make it worth your while. Trust me.
Blog
Best Practices Don’t Make you Excellent!
“Best practices can only make you average. They stifle creativity and encourage ‘inside the box’ thinking.” I hear this all the time. But the truth is, best practices are what makes excellence possible, and I’ll tell you why.
What’s a RACI Chart and how do I use 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
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 ITSM
Trying to implement ITSM 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 ITSM processes. Makes sense, right? But I’ve seen a wake of disaster …
Why ITSM Doesn’t Work in the Real World
Feeling like the lone IT Service Management prophet, without honor in your home town? Knowing how much 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 training. You know how it’s supposed to work. But there’s …
The surprising bonus value of CAB
CAB is arguably the most widely adopted ITSM 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 ITSM CAB: A Simple Explanation I talk about CAB evaluating changes for business …
Basic IT Request Fulfillment and Excellent Customer Service
Calls are not all created equal. Read how Basic IT 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 …