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Ryan Ogilvie

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Ryan Ogilvie is a Service Management consultant in Calgary, Alberta with Blackfriar Consulting inc. While working with stakeholders to achieve their business outcomes is his main focus you can also catch his commentary on his blog – Service Management Journey. You can connect with him via the various links below.

June, 2017

  • 6 June

    Do You Have Any Idea What the Customer Really Wants?

    I was prompted to think about customer service the other day when I was in line at a bank (yes, an actual queue in a physical bank). The customer ahead of me was speaking with the teller and trying to get a concern across that ultimately required a manager to resolve. Before the person left, they said to the manager, “It’s about time you got my service right!” I started to think to myself—everyone expects …

May, 2017

  • 9 May

    The Value of Sharing for Your Career Growth

    Whenever the topic of blog writing comes up, the question I get asked the most is, “Why do you do this in the first place?” In order to explain why, we need to go back to the end of the last century—the year 1999. I had just finished my post-secondary education as a civil engineering technologist. As the final term came to a close, I had a gleam in my eye and I was looking …

April, 2017

  • 4 April

    To Improve Metrics, Look in Reverse

    A colleague of mine was saying that, in a recent leadership meeting, her team came to the conclusion that they needed to improve service delivery, and to do this they may need to implement or rework a particular process. Their homework assignment for the next meeting was to outline what they thought was a good way to not only ensure that they were implementing something that would add value from a process perspective, but would …

March, 2017

  • 8 March

    Reducing Costly Incidents through Knowledge

    How can you improve the customer experience though knowledge management, you might ask? From an incident perspective we should start with the Service Desk to determine exactly what types of calls are coming in, a “top ten” of sorts. These may be common questions that, if they are handled through some form of self-service functionality, can reduce the calls into the Service Desk right at the beginning. It is likely that your Service Desk has …

January, 2017

  • 31 January

    Cover Your Assets

    The other day as I was waiting on the train platform, I bumped into an IT operations manager whom I hadn’t seen for a while. Since I normally saw him in the evening ride home I had assumed he was on holiday. “Quite the opposite, I’m afraid,” he sighed. “We have had our major software vendors reviewing our compliance, so I have been working late and explaining our problems to leadership.” “Didn’t go that well?” …

  • 3 January

    Almost Perfect CSI: Doing Is Learning

    “If you can’t do something right, then it’s not worth doing,” was something a stern professor told me early in my college career. With this sage advice in front of mind, I rapidly dropped his class, knowing that this method of learning might not work out for me in the long run. The trouble is that this mode of thought makes its way into everyday routine, not to mention how it infiltrates how we operate …

November, 2016

  • 29 November

    How Anyone (Even You!) Can Improve Problem Management

    The value realization that problem management brings to the table in the reduction or elimination of incidents is something that, unfortunately, is left as an afterthought in many cases. As I mentioned in previous articles, incident management is driven by the “hero” mentality, where change management is seen as a function of audit and compliance. For right or for wrong these are the realities, and teams may see more of a requirement to perform the …

  • 1 November

    How Anyone (Even You!) Can Improve Incident Management

    Since we have an expectation that “things just work,” the visibility to incident management can take center stage and as a result is often described as a “high-value process.” The challenge is that we view value in this manner. When we take a more objective look at this definition, we see that we want to avoid incidents at all cost rather than celebrate that we are great at resolving them in the first place. In …

September, 2016

  • 27 September

    How Anyone (Even You!) Can Improve Change Management

    During a recent service management simulation activity, I was reminded of the value of perspective on roles that we do not participate in on a daily basis. It was the next morning then that a manager had complained about some roadblocks she was experiencing. When I asked her what they were, she said it was someone else’s concern. I always like to operate under the guise that if you are not part of the solution, …

August, 2016

  • 30 August

    Building BRM into the Service Desk: A New IT Career Path?

    Like many people, when I started out in IT support I started out on a service desk. While I was excited about my new role, I understood that the service desk was like the “entry-level job” in IT and that in time, I too could graduate to a more advanced support role. While the work was always different, there came a point where I began to get too comfortable in the service desk and started …