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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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Are You Really Collaborating? Too Much Communication Also Kills Projects

The value of collaboration within a project Project management is very task-oriented: focused defining and managing of all the tasks that must be done to achieve a specific objective. To accomplish these tasks, it is important to consider the people involved and impacted by the project. A good project leader will be able to develop a positive working relationship and maximize communication within the project. Let’s take the development of an enterprise IT application to support ...

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A 10-Year Study Reveals What Great Executives Know and Do

In an article from Harvard Business Review, Ron Carucci reveals the details of a 10-year study that closely analyzed great executives and isolated the best practices they engaged in. Through the course of the study, 2,700 leadership interviews were conducted, which ultimately uncovered seven performance factors that correlated with strong leaders. These factors then lead to the discovery of four reoccurring patterns that distinguish the best of the best: Executives are knowledgeable about the entire ...

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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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How to Develop an Operational Risk Management Plan

Any successful organization is able to identify, evaluate, and manage any operational risk that may arise. These risks can range from a failed business process to an external event. In a post at the Project Risk Coach, Harry Hall elaborates on how to develop a plan to manage operational risk. Handling the Biggest Risks There are four types of risks organizations need to be aware of: Process risk People risk System risk External event risk ...

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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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Good Stakeholder Communication in Action

Whether you like it or not, communication is at the heart of most jobs, in varying degrees. In a post for A Girl’s Guide to Project Management, Elizabeth Harrin discusses some of the techniques she has perfected throughout the years to make stakeholder communication successful. Use Every Channel Available Sometimes, a good ole fashioned pen and paper can do just the trick to successfully communicate. For instance, a handwritten note goes a long way toward ...

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How to Be a Productive Project Manager: 7 Tips

Many project managers feel overwhelmed with emails, phone calls, and meetings. They often work overtime, but few feel as though they are making progress. Although we are all given the same amount of time each day, some project managers are able to produce greater value for their organizations. Some are more engaged. Imagine yourself as a more productive project manager, one with greater capacity and energy to complete each day’s tasks. Let’s look at common ...

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