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IT Governance

Squads and Tribes over Silos and Towers

To phrase it one way, scientific management is the idea that labor should be divided to a point of optimal simplicity so that the processes become reliable in spite of the human dinguses actually doing the work. It is not the most optimistic business philosophy, but its popularity for many years was unchallenged. In a post at his blog, Joe the IT Guy explains how scientific management still permeates ITSM and how that may not …

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7 Actions of Highly Effective Service Catalogue Managers

The service catalogue is the enticing menu of services that IT can provide the business. Done correctly, it can be as appetizing as the 1-2-3 Dollar Menu at McDonald’s. In a post at his website, Joe the IT Guy shares seven actions that can help a service catalogue manager craft something great: Change your mindset. Know your customer. Have a plan. Be service-focused. Be consistent. Keep things in perspective. Make it useful. Service That Makes …

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5 Reasons to Implement an IT Self-Service Portal

IT self-service portals are like pizza. If someone asks if you would like to have it, the only answer is yes. And there are good reasons for it too. In a post for ITSM.tools, Per Mikkelsen shares five reasons to implement an IT self-service portal: People don’t always want to deal with other people. It can reduce ticket volumes. It’s more efficient for the agent and the end user both. It’s cheaper. It’s always there. …

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The 4 Foundational Pillars for Better IT Service Desk Performance

The IT service desk always has one mission: to make life better for everyone it serves. How it goes about achieving that goal can vary from day to day and from organization to organization. But in a post for ITSM.tools, Nancy Van Elsacker Louisnord suggests that there are four overall pillars of modern service desk improvement: Customer centricity Continuous optimization Culture of innovation Agile approach Holding Up the Desk Louisnord actually uses Amazon as a …

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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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7 Top Tips for Effective Inventory Management

ITSM is the dance that never ends, in spite of all the sore calves. Continuous improvement is the prime directive every day, and that applies to even “simple” endeavors like inventory management. In a post at his website, Joe the IT Guy shares seven tips to do a stellar job with inventory management: Understand what inventory management is. Start with your most expensive area. Get an accurate count. Categorize and label inventory. Watch for renewals. …

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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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