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IT Governance

3 Problems That Let the Air Out of Effective Incremental Change

The advent of agile and related principles brought incremental change and development into the mainstream in business. There are right and wrong ways to approach incremental change though. In a concise post at his blog, Tom Cagley highlights three ways that incremental change can go wrong: Too much “upheaval” spurred by numerous incremental changes can foster resistance. People lose focus due to the incremental nature. Continuous process improvement requires more active scope management. Change Your ...

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4 More Foolproof IT Service Desk Tips

The quest for a stellar IT service desk continues. Fundamentals take time to master, particularly because even fundamentals have many nuances to learn. In a post at his blog, Joe the IT Guy shares four more tips for an IT service desk that sparkles: Check your customer’s previously logged incidents. Take advantage of remote support and chat capabilities. Escalate if needed. Take ownership and keep it. Shining Service A customer’s incident is not a 911 ...

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5 Foolproof IT Service Desk Tips

Is your service desk really as good as it could be? In a post at his blog, Joe the IT Guy says that it is in fact still normal for service desks to be struggling with the fundamentals. There are many reasons for this—one of them being that practice is more challenging than theory. But whatever the case, Joe shares five tips for a healthier service desk experience: Be easy to reach. Make your customer ...

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3 Tips for Renovating Outdated Enterprise Software

Jobs require knowledge workers nowadays. However, it is hard to maximize employee productivity when your employees spend half of the time at work interacting with other clients, stakeholders, and colleagues. Andrew Bourque, in an article for CIO.com, suggests that CIOs can make interactions more efficient by putting knowledge workers into a digital space. He points out three important aspects of renovating outdated enterprise software: Search is everything. Communication is key. Everyone should have an assistant. ...

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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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4 Change Management Tips to Avoid Change Advisory Bored-om

A change advisory board (CAB) plays a crucial role in reviewing, discussing, and approving a change request to assess the significance and prioritization of change in a company. However, change management can be a tedious and exhausting process if you don’t know why you’re sitting to talk about it, don’t understand it, or find every change meeting a slow death. In a post for ITSM.tools, Duncan Watkins says that there are common issues regarding change ...

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How Much Configuration Management Is Enough?

Automation plays a key role in ensuring the reliability and repetitiveness of machines and software. However, manual processes like building, deploying, or testing prototypes are still mandatory in judging the effectiveness and maintaining the thoroughness of a service or products. In order to keep control of everything required to perform these processes, we need a consistent, reliable, and secure way to manage the environment—in other words, we need effective configuration management. Joe the IT Guy ...

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IT Is Too Important to Leave to IT—Involve Your Business Partners

The love-hate relationship between IT departments and end users isn’t something new and uncommon anymore. As long as there are IT people who want integration work and users who challenge every single detail of an online app, there are misunderstandings and frustration between these two groups. However, the needs of both sides must be valued in a manner that supports the needs of the organization and its overall business strategy. Mark Smalley, in writing for ...

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5 Steps to Turn Your Company’s Data into Profit

Most organizations believe that information is a valuable commodity, and having as much information as possible can change and drive business success. However, with a vast resource of data comes the need to interpret it into an advantage. In an article for TechRepublic, Alison DeNisco lists five steps to help businesses use their data to get the biggest business impact: Discovery Decision analysis Monetization strategy Agile analytics Enablement Don’t Hoard Aimlessly If you store information ...

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4 Reasons Why Your Self-Service Portal Isn’t Working

Having a reliable and well-established self-service portal can bring a mound of benefits to your organization and customer satisfaction. Self-service offers 24-hour support and immediate access to information, instead of having to wait for an email response or a returned telephone call. However, the success of a self-service portal depends on different factors, and it can turn into a big problem if it’s not popularized or deployed in an effective way. James West, in writing ...

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