The value of IT 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 …
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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 IT 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 IT 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 …
What Is Basic IT Incident Management
Thinking about IT 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 IT Change Management Process
Have a basic IT 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 Operations, we talk about Critical Success Factors (CSF). Which sounds grandiose, but is …
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 …