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Ryan Ogilvie

How You Can Improve Business Support

While on a support call recently, I had the misfortune of suffering through long hold times, dreary music, and being transferred from person to person with no end in sight. While I waited I had plenty of time to think about what could be done better not just for this experience, but also from my own perspective to improve interactions with my own business. Listen More, Speak Less First, start by listening to your business—really …

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How to Find the Value of Service Improvement & Sell It to Leadership

In tougher economic times, many organizations will start to evaluate all the components that make up their operational model. In other words, they look for value. A challenge for those delivering services will be to illustrate not only the current value that they provide but also future-state value that can be added with some margin-of-improvement initiatives. When speaking about business value, we must first recognize that this term can be interpreted in slightly different ways. …

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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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