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IT Governance

Knowledge Management: What You Don’t Know Will Hurt You!

Every organization inevitably develops a treasure trove of valuable knowledge, but when you do not transfer it effectively among relevant employees, it becomes like a pirate’s buried chest, forgotten and inaccessible. In a post for Voices on Project Management, Lynda Bourne elaborates on how to effectively implement knowledge management. A Socratic Process Knowledge management is a discipline that extends beyond simple lessons learned. Lessons learned are explicit knowledge that can be “transmitted” to other people. ...

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7 Essential Components of a Successful Improvement Program

Do you have the guts to change with the times? If you do not, you can just watch the business rust. But if you do, continual service improvement provides the means to maintain the business’s sheen for all times. In a guest post for Joe the IT Guy, Ian Clayton discusses the seven essential elements of a successful improvement program: Define the problem. Focus on the customer. Obtain the commitment of leadership. Socialize the program. ...

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7 Simple Tips to Improve Customer Service on the Help Desk

If you are like the plethora of people who think a new ITSM tool will help to improve your help desk operations, you are sadly mistaken. In retrospect, all you really need to do is get back to the heart of the matter and improve your customer service. In a post at his blog, Joe the IT Guy elaborates on ways to improve with seven tips: End users are not assets or ticket numbers. End ...

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The Perfect Storm Driving Enterprise Service Management

Enterprise service management is not a new trend in ITSM, but it is making waves. It is finally becoming universally recognized, though a consistent definition has yet to be secured. In a post for ITSM.tools, Stephen Mann explores what this entity is, as well as what is pushing it forward. What exactly is enterprise service management? Mann describes it as the “use of ITSM principles and capabilities in other business areas to improve performance and ...

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6 Reasons Why You’re Going Wrong with ITIL

If you are a newly certified ITIL professional just itching to apply this great framework into your organization, there are some common mistakes you should be aware of. In a post at his blog, Joe the IT Guy lays out six of these “newbie” ITIL mistakes and misconceptions: ITIL will solve all of the issues. It is all about adopting ITIL. It is only about process improvement. It is not something you implement and are ...

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Why Do We Overcomplicate IT Service Management?

There is a difference between an incident, a major incident, and a problem, but what exactly is this difference? Professionals too often struggle to classify obstacles when they arise. In a post at his website, Joe the IT Guy discusses the ways IT service management becomes overcomplicated and tries to clear the air. An incident, a major incident, a problem, and a service request are all important aspects of IT, but how can someone differentiate ...

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Unlike Scotch, Problem Records Do Not Get Better with Age

At a recent service management event I met up with a friend who is a problem manager, and as practitioners do, they tend to vent about one issue that they are facing in their organization. We started talking about a problem record that they had open and how it seemed it was never going to be closed off. Digging a little deeper, I asked why it was still open. “You know…the root cause of this ...

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ITSM Outside IT: Using It in Operational Processes

When chaos ensues and the operational team is overwhelmed by adversity, there is a very simple solution: service management. IT service management (ITSM) is not just for IT, and its ideologies can be applied across the board in the business realm. In a post for AXELOS, Claire Agutter explores the potential for other uses. Clever New Applications There is some difference when it comes to managing different departments because some departments have very differing needs. ...

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Why Organizations Need to Make Learning Hard

We live in a fast-paced world, dependent upon instantaneous results. However, in the grand scheme of things—and for the sake of our long-term memory—this is not necessarily a great thing. In an article for Harvard Business Review, Dorothy Leonard explains why businesses need to make learning a challenge if they want people to retain any information. Learn It and Retain It It is easy to get swept up in the fast-paced learning environment, but unfortunately ...

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Mind the Gap: Eluding the ITSM Slippery Slope

Directing ITSM is an often arduous task because there is such a disconnect between all of the elements that go into it. Antonio Piraino, in an article for infoTECH, explores how to bridge the gaps between all of the components of ITSM that seem to be growing further and further apart. Finding Your Footing There are a few very relevant, important problems when it comes to capturing IT data. The progression from a mainframe all ...

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