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IT Governance

Agile Is an Ingredient, Not a Recipe

Picture a scrum team: seven developers, plus or minus two, rigorously following the ceremonies in the Scrum Guide. They maintain a product backlog prioritized by business value, with estimates of effort created by the team. They generate a burndown chart for each sprint, and they know their velocity. They limit the daily scrum to 15 minutes, conduct a retrospective at the end of each sprint, and have a checklist for their definition of done. They …

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7 Habits of Great Incident Managers

If the Flash ever had to give up being a superhero, IT leaders would be offering him an incident management job almost instantly. The process requires speed and the proper processes to keep the whole thing running smoothly. It’s one of the most visible parts of an organization, so it needs to be as efficient as possible. In a post at his website, Joe the IT Guy describes seven things effective incident managers do: Have …

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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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Self-Service Success: 5 Big Tips

Self-service is pretty great. It decreases the amount of work on your service desk and increases their job satisfaction as well. It’s a win for the service desk and the customer when everything goes smoothly. To succeed though, there are some pro tips to follow. In a post for SITS, Lena Stormvinge describes five areas for focus for creating a successful self-service implementation: Findability Completeness Access Navigation Marketing Self-Service with a Smile One key to …

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Rebuilding Confidence after IT Failure

IT failure can be a fiasco and is a gut punch to any company. It can all go horribly wrong, terribly quickly. Using his own experience on the topic, Alistair Maughan writes for CIO UK how to manage IT failure. Tackling IT Failure Head-on CIOs and their teams are likely going to bear most of the strain caused by IT failure. This is regardless of their ability to effectively fix the problem with the tools …

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3 Tips to Hire a Top-Notch IT Service Desk Manager

IT service desk managers have become a pivotal part of IT. One bad customer experience can get any number of retweets or shares on social media and can send your company’s well-crafted image down the tubes. To ensure you have the best service possible, Sarah K. White gives some tips at CIO.com on how to find new employees that will deliver exceptional service: Consider the job description. Focus on what matters. Dig in during the …

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Managing the Inner Workings of Change

No one said change was easy. It’s hard to go from what is comfortable and familiar to something new, especially when asking a multitude of other people to join you in this change. But it’s an inevitable part of life, and those in charge of making such changes need to be best prepared for the possibility of pushback. In a post at Future of CIO, Pearl Zhu shares some thoughts on how to psychologically manage …

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COBOL Is Still Around Because Nothing Better Has Replaced It

When COBOL was made in 1959, no one could have dreamed that it would outlive most of the hardware it wound up on. In an age that scoffs at floppy disks, corded telephones, and tube television, it would stand to reason that COBOL’s age would have made it a contender for the chopping block. However, COBOL is still alive and well in legacy systems, according to Evan Koblentz in an article for TechRepublic. A Legacy …

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Design Coordination: It All Connects

ITSM has a lot of processes that are essential to maintaining quality service. The big parts of ITIL like incident management may take precedence, but the smaller and less exciting aspects can be equally as important in ensuring top-quality service. One of these less flashy processes is service design coordination. In a post at his website, Joe the IT Guy gives a blueprint of useful IT coordination tips to maximize your coordination. Coordination Maximization In …

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Chatbots Will Make IT Support Easier

Back 20 years ago, Alexa and Siri were just names and chatbots were just another reason to get caller ID. Nowadays, the chatbot is on the rise and has revolutionized the way we live our lives as consumers. But they have so many more applications than that. In a post for IT Chronicles, Jonathan Munn shares his thoughts on what he sees to be the future of IT support. AI to Help IT Chatbots have …

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