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IT Governance

Feedback Loop: If They Don’t Think You Care, They Won’t Care Either

We have all been there before at some point or another: In an effort to understand the business, we solicit information from them in a “how are we doing” button or survey. The trouble that may present itself is that, while we are working to improve things from a delivery perspective, we may not have fully built out a strategy to manage the lifecycle of the feedback. Here are a few points to consider, but …

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7 Habits of Highly Effective Knowledge Managers

As the knowledge manager of an organization, you’re responsible for the repository of knowledge being spread around. You’re like that middle man from the movies; you know a lot of stuff and know how to get it to the right people. But just like any other position, you can always improve upon what you do to get the most out of it. In a post at his blog, Joe the IT Guy gives seven tips …

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How AI Will Change IT Service Management

AI is not right at your doorstep as some would like you to believe, but the time is now to start understanding what it can do to transform operations. AI will revolutionize multiple facets of how businesses operate. In a post for SITS, Marcel Shaw discusses three areas of ITSM that will be impacted by AI: Point of entry Automated backend processes Knowledge management Service Management Gets an AI Upgrade When it comes to incident …

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Learning the Hard Way about Projects Is the Best Way

Mistakes are the building blocks of life, so it’s no surprise that organizations are keen on using them to help prevent mishaps from recurring. This creates a dilemma because we learn more from our own mistakes than the mistakes of others, but it’s ineffective to have everyone make the same mistakes in an organization. There has to be a better way, right? In a post for the PM Perspectives Blog, Elizabeth Harrin explains how to …

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How to Use User Error to Your Advantage

It’s relatively easy to write off a user error. The name itself implies that the cause of the issue is the person behind the keyboard, not the system as a whole. But that has the expectation that technical knowledge and intelligence are the same thing. In a post at his blog, Joe the IT Guy explains how user errors can be a constructive tool. Updating Your Approach to Error User errors might seem like something …

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4 Ways to Help with Software Asset Management

Software asset management (SAM) is built on a principle that isn’t as straightforward as it sounds: managing software. You have to know who is using it, how they’re using it, and how the software is supposed to be set up. This all works together into trying to figure out what is being utilized properly and what is not. It’s a bit of a mess, but there’s a way to work with it. In a post …

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Service Management Is Two Jobs in One: Can You Handle Them?

Pilots have a simple, yet effective, mantra for when things go wrong: aviate, navigate, and communicate. This essentially boils down to keeping the plane in the air, figuring out the essentials of your surroundings, and informing others of the problem. This concept makes communication a key part of any pilot’s problem-solving process. In a post at his blog, Joe the IT Guy discusses this approach’s underlying philosophy and how it applies to service management. Getting …

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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 Do Project Management and Change Management Compare?

Project management and change management often overlap when a project is underway. They both work intimately with the people, processes, and tools of the project all in relation to company as a whole. However, these two disciplines have different objectives when it comes to how this information is used. In an article for CIO magazine, Moira Alexander explains the differences between project management and change management and how change managers are important to any good …

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Liberate Your Team with Clearer Processes

In recent times, process has become the villain. Agile or not, teams rally around a goal of keeping process to a minimum so that they can just get down to the business of completing work. The problem is that some teams go too minimal, resulting in disorganization and ultimately frustrations. In an article for strategy+business, Elizabeth Doty explains how to “liberate” your team by introducing better processes. Go with the Flow A dearth of process …

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