The Power of Chat for IT Support
There’s now a wide variety of access and communication channels for IT support. Starting with the early help desk routes of walk-up and telephone, the IT service management (ITSM) industry has...
Service Introduction: The Critical Link Between IT Projects and Service Delivery
Have you ever experienced an IT project landing into production where IT support and business users are surprised (and most likely unhappy)? Someone forgot to tell them about it? The support...
The Why and What of Change Management
Is your organization planning to boost its IT service management (ITSM) maturity level by formally entering the world of change management? Why formally? All companies deal with change, but not all...
8 Tips for Self-Service Success
This is the fifth of five blogs on self-service for IT, and how to increase your organization’s chances of success. So, if you missed the earlier blogs, I suggest that you...
IT Is Too Important to Leave to IT – Involve Your Business Partners
Reading a recent blog about how IT departments struggle with their communication and collaboration with their end users, by Martin McKenna, I can’t avoid the conclusion that many IT departments still...
IT Staff Motivation: Don’t Let Work Steal the Fun
Working in IT, and particularly in IT support, can be a challenge. After all, you only usually get to speak with your customers when they have an issue and contact the...
How to Reduce the Number of High-Priority Incident Tickets
ITIL defines priority as impact X urgency, which means that the priority of an incident is determined by the effect it has on business and the time available for repair (or...
What should an IT department measure?
When I think about what data I’d like to see IT operations departments measure and report, there are two key things that I think of:How happy are the users of the...
Redefining Service Delivery (from Meek to Magic)
I love speaking at the SDI conferences, not because I love speaking (I do quite like it) but because of stories afterwards. I usually get at least 10 people telling me...
Is Your IT Organization Actually Ready for Self-Service?
You can’t escape the growing interest, and adoption levels, of self-service for corporate IT. And there are definitely self-service benefits to be reaped via a number of different self-service capabilities. But is...
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ITIL Adoption Project Return on Experience
This blog shares some insights on how to best overcome some of the challenges in adopting ITIL – the IT service management (ITSM) best...
