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Ryan Ogilvie

Have You Sold Your Leaders on Asset Management?

In tough economic climates, companies are looking for ways to streamline their processes in addition to reducing overhead costs. One area for consideration should be asset management, if it isn’t already. The overall goal of asset management—whether it is hardware, software, or something else—is to ensure the governance over the assets throughout their lifespan. Simply put, you will know what assets the people in the business are using and the costs associated. If you were …

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The Three Challenges to Worthwhile Communication in ITSM

The ability to communicate effectively is still a challenge for most people despite their line of business. Because of this there are countless books, articles, and experts on the subject of improving communication. My simple advice is to personally connect with the audience wherever you can. In the service management space, we need to ensure that we communicate consistently in language that the business community understands. If I have said this once, I have said …

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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 …

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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 …

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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 …

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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?” …

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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 …

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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 …

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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 …

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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, …

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