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IT Governance

7 Tips for Highly Effective Software Asset Management

When time and money are saved, the business cheers. That means your business would be pleased to benefit from more software asset management (SAM), which can achieve both. In a post at his website, Joe the IT Guy shares seven tips for great SAM: Know your environment. Learn to walk before you run. Agree on a SAM policy. Engage with your “supporting players.” Understand the complexity of software licenses. Have a plan for audits. Keep …

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7 Habits of Highly Effective Release Managers

Release management is a big deal, in that it is usually the thing underscoring statements like, “Ugh, I hate the new version that just came out!” Of course, a release manager’s goal is to get people to say the exact opposite of that. So in a post at his blog, Joe the IT Guy discusses seven things release managers can do to work toward better releases: Understand the difference between change and release. Have a …

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How Internal IT Support Lags behind External Customer Support

It’s no secret that most companies don’t have IT support that’s at the same level as their customer support. But with the rise of consumerization of IT, this outlook on IT can be detrimental to a company. In a post to ITSM.tools, Stephen Mann explains how internal IT support lags behind external customer support. Improving IT Support The statistics for external customer support and IT support have very different rates, with first contact resolution rates for …

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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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