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Tag Archives: ITSM

How to Find the Value of Service Improvement & Sell It to Leadership

In tougher economic times, many organizations will start to evaluate all the components that make up their operational model. In other words, they look for value. A challenge for those delivering services will be to illustrate not only the current value that they provide but also future-state value that can be added with some margin-of-improvement initiatives. When speaking about business value, we must first recognize that this term can be interpreted in slightly different ways. …

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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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Four Things That May Be Derailing Your ITSM Activities

Is ITSM meeting its goals? Is the business happy with the value it perceives IT is delivering? Is there a stellar improvement plan in place? If your answers to any of these questions is less than a “You betcha!” then it’s time to reevaluate. In a post at his website, Joe the IT Guy presents four things that may be derailing your ITSM activities: Lack of executive support Silos in action Agreeing to use a …

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5 ITSM Lessons from a Marathon

Sports are full of good metaphors for life, even the trivial non-sports like running in straight lines for ridiculous lengths of time. ITSM practitioner Claire Agutter recently ran her first marathon, and she realized there are parallels between that and service management. In a post for All Things ITSM, she shares five lessons learned from preparing for the marathon: Goals drive changes in behavior. Goals need to be translated into day-to-day activities. People might not …

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3 Tips for DevOps to Empower ITSM

One way to think of DevOps on top of ITSM is to imagine it as shiny endgame armor in a video game. It just enhances all of your character’s abilities once you have equipped it. In a guest post for Joe the IT Guy, Steve Chambers discusses three tips that allow for ITSM to prosper within the power of DevOps: Have DevOps-minded product teams. Use DevOps to change CCR (change, configuration, and release). Use DevOps …

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Who’s Doing ITIL? Everyone

“Everyone” might be a slight exaggeration, but when it comes to large and successful organizations, several of them are using ITIL. Greg Sanker however sees a problem with people even asking the above question. In a post for ITSM Transition, he explains why asking “Who’s doing ITIL?” approaches ITIL with the wrong attitude. I Scream for ITIL Sanker in the past composed a list of major organizations using ITIL, its explicit purpose being to help …

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How CIOs Can Use Service Management to Get the Most of Cloud

The clouds are rolling in and an IT storm is imminent. Cloud-based applications are slowly taking over, and it is becoming ever more pressing for CIOs to understand how to get the most from the cloud. In an article for The Csuite, Paul Cash elaborates on how CIOs can utilize IT service management (ITSM) to both maximize cloud value and minimize the risks associated with it. Control the Weather The environment is changing, and so …

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ITSM Isn’t about IT, It’s about Customers

IT is more than technology; it is rooted in the delivery of exemplary services to customers. Any successful business will tell you that if you want to succeed, you must go above expectations and deliver something that “delights” customer. In an article for SITS Community 360, Sarah Lahav shares some tips on how to identify and delight your customers. Fight for Delight To begin with, who are your customers? This is oftentimes a difficult question …

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Continual Service Improvement: More Than Process Improvement

Continual improvement is an important mentality to have because it pushes you to constantly upgrade in all areas of your life. IT service management (ITSM) incorporates this philosophy in a big way, and in a post at his blog, Joe the IT Guy discusses ITSM’s pursuit of excellence. ITSM, CSI, AOK ITSM focuses on continual improvement so that they can constantly improve the delivery of their services to their customers. However, it is wrong to …

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