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IT Governance

Problem Management Is Like Watering Plants

I can remember the first place I lived in on my own without roommates. A friend dropped off a potted palm tree as a housewarming gift. They said, “It will make your place look better, more lived in.” I shrugged and placed it in a spot where it would get loads of light. In the first few months I took good care of the plant, watering it and providing regular doses of fertilizer and so …

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How to Identify Your Work in Progress in ITSM

Work in progress (WIP) is kind of like the “promise of value.” Eventually, that work will amount to something—but not yet. WIP has many applications in business, and they are growing in IT. In a post at his blog, Joe the IT Guy discusses the significance of WIP for IT service management. Progress and Pauses WIP is fine when it is actually being worked. WIP is bad when it allows for idle time or its …

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6 Pressing Reasons Your CIO Needs to Be on the Board

CIOs are increasingly joining the board at organizations, and rightfully so. A both technical and strategic eye for technology is invaluable in furthering the business’s interests. But if your CIO is not part of the board yet, it is time to start making a case for it. In a post for ITSM.tools, Dan McCarthy touches upon six reasons why they should invite the CIO: Competitive advantage IT-led innovation Cloud economics Digital transformation Transferable skills Digital …

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Tips for Managing the Seasons of ITSM

As we begin to close the chapter of this year’s fall season, IT service management (ITSM) can learn a thing or two from Mother Nature. Continual service improvement, or CSI, tends to fall into similar cycles despite how different the two may seem. In a post for ITSM.tools, Anthony Orr gives some tips on how to manage the seasons of ITSM. ’Tis the ITSM Season Just like a bear that hibernates, you’ll probably be doing …

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5 Top Tips for Better ITAM Metrics

IT asset management (IATM), when done right, can work wonders for your company. But while it can help save time and money as it is, it can be taken to the next level and do even more for your company. In a post at his site, Joe the IT Guy gives five tips for better ITAM metrics: Understand why reporting matters. Look at the potential benefits. Align ITAM to the rest of the business. Design …

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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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