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Tag Archives: IT

Balance Incident and Change (or Prepare for a Thursday Beatdown)

Recently, as part of a professional networking organization, I was tasked with scheduling a session for like-minded colleagues. The challenge, I soon found, was that while most people were good with Thursday, one service desk manager was adamant that he couldn’t make it. When I asked why, he said they are almost always overloaded with incidents on Thursday, so the likelihood of making it was next to nil. Intrigued by his ability to see into …

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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 Risks with a SWOT Analysis

Project managers can use several tools to identify project risks, including interviews, brainstorming, checklists, assumption analysis, cause-and-effect diagrams, the nominal group technique, and affinity diagrams. One of my favorite techniques is the SWOT analysis, where you and your team can identify and prioritize strengths, weaknesses, opportunities, and threats. Once you’ve completed the SWOT analysis, you will have identified opportunities (positive risks) and threats (negative risks), inputs for your risk register. The information can help you …

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Project Governance Sounds Important—But What Does It Actually Look Like?

Governance is a buzzword that naturally sounds like something pretty relevant, maybe because it reminds us of government or of the verb to govern. However, many people would find it difficult to explain what governance is in practical terms. On an organisational level, most of us may see governance as a board of directors making difficult and strategic decisions aiming to make the business successful. That is not wrong, but governance also involves processes and …

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The Three Challenges to Worthwhile Communication in ITSM

The ability to communicate effectively is still a challenge for most people despite their line of business. Because of this there are countless books, articles, and experts on the subject of improving communication. My simple advice is to personally connect with the audience wherever you can. In the service management space, we need to ensure that we communicate consistently in language that the business community understands. If I have said this once, I have said …

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Do You Have Any Idea What the Customer Really Wants?

I was prompted to think about customer service the other day when I was in line at a bank (yes, an actual queue in a physical bank). The customer ahead of me was speaking with the teller and trying to get a concern across that ultimately required a manager to resolve. Before the person left, they said to the manager, “It’s about time you got my service right!” I started to think to myself—everyone expects …

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How Marketing Needs Closer Ties to IT

Every group and department within the company is equally important, yet IT often gets overlooked, especially in the realm of marketing. Now, marketing is shifting and improving and needs to rely heavily on the help of IT for many reasons. In an article for Harvard Business Review, Adele K. Sweetwood goes over four best practices for marketing and IT working together: Focus on a common goal. Collaborate on a digital road map. Create bridges. Drive …

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Why the CIO Is Essential to Digital Transformation

While 97% of businesses are taking on some digital initiatives, only 21% have implemented a company-wide digital transformation strategy, according to a recent survey from SAP and the Economist Intelligence Unit. The survey also found that the CIO is leading 37% of digital transformation efforts, but the IT team is only involved in finding innovative strategies 7% of the time. Alison DeNisco goes over why the CIO is essential to digital transformation for Tech Republic. …

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Six Ways to Help Your IT Staff Learn the Business

Big or small, every employee plays a role in business success. And the more employees understand their business, the better equipped they are to help propel business forward. In an article written for Tech Pro Research, Mary Shacklett offers six ways to help your IT staff learn the business: Put it on the agenda. Let IT staff work in a business area. Have IT develop relationships with super users. Make business education a goal. Send staff to …

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Achieving IT Nimbleness: 4 Steps to Start Your Journey

IT must not become marginalized as a result of the hot new technologies available. Rather, IT should give itself a makeover to become its own hot new thing. In an article for InformationWeek, Susan Nunziata shares four steps from the Hackett Group for creating a more agile IT: Reallocate resources from a transactional focus to a focus on adding value. Embrace digital transformation. Lead the organization’s information and analytics journey. Adopt customer-centric service design and …

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