Search Results for: change management

Every year there’s a flurry of predictions for the coming year. This year, I decided to make my own list, from the neutral vantage point of an ITSM practitioner. I have no ulterior motive, or financial stake in these predictions – they’re simply my perspective at this point in time. 1 – Year of the …

This year I accepted a CIO position at a state (government) agency. It’s been a great year of learning and growing, not the least of which being that the organizational landscape looks a lot different from this altitude. What a difference one level makes! “They” You know how there’s always a “they” – those anonymous …

Forgone IT maintenance comes at a cost. For most companies, it’s a never ending battle. Here’s five tips for getting out of technical debt.

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.

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 …

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 …

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 …

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 …

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 …

If you’re  one of the countless ITSM practitioners who  work daily in organizations large and small, in countries around the world, listen up. You know how hard, lonely, and thankless  it can be. You have friends out there. I listened to Mark Kawasaki’s presentation at this week’s Tomorrow’s Future Today 2013 conference. The guy shows …

As a technology powerhouse, Intel is in the perfect position to re-engineer their IT processes. Why then did they chose to adopt an ITSM framework? Intel CIO Kim Stevenson recently said that Business Executives need to have Higher Expectations of IT.  She also credits their Service Management  program with “…lean out our process, and minimize …

Does lack of clear Ownership leave your organization spending a lot of time trying to determine  who makes decisions? Do they suffer from decision deja vu, again and again?  Ownership is prominent in the Service Management frameworks. I’ll tell you why. Ownership In  IT Value is Created  Horizontally,  I talked about horizontal vs vertical mindset …

My name is Greg Sanker, and I’ve been an IT Professional for nearly 30 years,  with experience in large corporations, public sector, and private consulting. My expertise is IT Service Management, Network and IT Operations Management, and Organizational Management of Change A brief history of my journey…. Hewlett-Packard ~  Network and IT Operations Management IT …

I’d rather drop a bowling ball on my tongue than endure another marathon meeting about the target maturity level of an ITSM process! If you find yourself muttering colorful metaphors when you’d rather be doing ITSM process work, this article is for you. Analysis Paralysis I hear a lot of discussion when it comes to …

Successful IT Service Management is a different way of thinking, not just a different way of doing. We’ve heard for years about IT silos, and that they’re good and bad…. but mostly bad. “Throwing things over the wall”, “Network is fine, must be an application problem”, “those darn Service Desk folks can’t fix anything”. Been …

Knowing your core values are critical to IT Transformation. I was faced with a hard question – why, exactly do I believe in implementing Service Management? Why change what’s working? Why do “this ITIL thing”? Why should staff give up something they’re good at in pursuit of something where they’re not sure they have a …

Transformation is hard; transformation without knowing your values is impossible. Implementing Service Management demands changing behaviours and cultures, and that is never easy. It’s not enough to want to change, or even to know where we’re going. Too often we start with What needs to change, but people need to know Why. I came across …