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; Continue reading Basic ITIL Request Fulfillment and Excellent Customer Service
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 Continue reading The Difference Between Standard and Normal Changes in ITIL
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 Continue reading IT Improvement: Let’s Get This Party Started!
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 Continue reading Holding Still and The Illusion of IT Stability
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 Continue reading How to Implement Basic ITIL® Problem Management
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 Continue reading What is a Service in ITIL?
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 Continue reading Enabling Excellence in IT Service Management
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 Continue reading Six Problem Management Myths Busted (and One Confirmed!)
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 Continue reading What is Basic ITIL Problem 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 Continue reading The Real Value of ITIL Incident Management