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Bob Anderson

Director of Product Development & Quality Assurance for CAI, principal architect of the IT Service Management Tool: Tracer, and known author, with more than 38 years of IT experience.

March, 2013

  • 11 March

    IT Operational Excellence: How the Puzzle Fits Together

    This is the final part of a continuing series with Bob Anderson, IT Operational Excellence, presented by Anne Grybowski. Bob Anderson suggests that the major take-away from his IT Operational Excellence Puzzle is to start small, but maintain momentum. Do not try to do everything at once. Get people to take ownership and give incentives. Furthermore, Anderson stresses that executive sponsorship and involvement is an absolute must. When using the Puzzle, executives must break through …

  • 4 March

    IT Operational Excellence: Learning Organization

    This is part of a continuing series with Bob Anderson, IT Operational Excellence, presented by Anne Grybowski. If we do not take the time to instill our employees with information necessary to do their jobs, we have no one to blame but ourselves when something goes awry.  Bob Anderson notes that structure is necessary for communication, and a learning organization is the perfect place to start.  Information should start at the top and work its way …

February, 2013

  • 25 February

    IT Operational Excellence: Knowledge Management

    This is part of a continuing series with Bob Anderson, IT Operational Excellence, presented by Anne Grybowski. In our busy day to day lives, we often omit any activities that do not need immediate attention, such as getting a flu shot. We do not think about not having a flu shot until we are stuck in bed with the flu. Knowledge management can be very similar from an organizational standpoint. What we give the least …

  • 18 February

    IT Operational Excellence: Real Time Data Repository

    This is part of a continuing series with Bob Anderson, IT Operational Excellence, presented by Anne Grybowski. You can read the entire series here. In today’s world of technology, we have all come to expect information in real-time (instantaneously, as data are created). It stands to reason, when we are discussing operational excellence, that we should expect nothing less from our Data Repository. An organization should have constant access to specific deliverables that are easily …

  • 12 February

    IT Operational Excellence: Metrics – You can’t fix what you can’t measure.

    This is part of a continuing series with Bob Anderson, IT Operational Excellence, presented by Anne Grybowski. You can read the entire series here. Let us return to our cookbook example from the previous article. Once you have followed the recipes in your cookbook with you standard processes and process control, how do you gauge the success of your outcome? What is a metric relative to IT operational excellence? According to Bob Anderson, metrics are …

  • 5 February

    IT Operational Excellence: Standard Processes and Process Control

    This is part of a continuing series with Bob Anderson, IT Operational Excellence, presented by Anne Grybowski. You can read the entire series here. Imagine a cookbook for operational excellence. That is essentially what you have with Standard Processes. These are directions guiding you toward a desired outcome. Not to be confused with best practices, standard processes are broader and more basic. Once your processes are in place, controlling them is the next step to …

January, 2013

  • 29 January

    IT Operational Excellence: Best Practices

    This is part of a continuing series with Bob Anderson, IT Operational Excellence, presented by Anne Grybowski. Do you think the term “best practices” is overused?  If you are nodding your head in agreement, you are not alone.  However, best practices are a vital component of operational IT excellence.  While the over-use of buzzwords does not pay off, the employment of the right best practices for the situation does.  In this third article of the “IT …

  • 22 January

    IT Excellence: The Right Management System

    In this second article of our IT Operational Excellence series, Bob Anderson discusses the first piece of his puzzle.  The puzzle, comprised of eight components, displays a methodical system in which a user can improve or increase IT operational excellence.  This component, The Right Management Systems, promotes support as well as strategic and continuing alignment with company goals: That’s very much what IT Operational Excellence is about.  It’s not really about just doing one thing …

  • 8 January

    IT Excellence: IT Takes Commitment

    IT Operational Excellence How can you be certain that you have a strong base and infrastructure for your organization to succeed?  Do all pieces of your organization fit together?  In this first of the “IT Operational Excellence” series, Bob Anderson, with his 30 years of experience, explains that commitment is a critical step to successfully building a solid foundation for an organization to work from: The first thing that is necessary is that executive management …