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Tag Archives: service management

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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How You Can Improve Business Support

While on a support call recently, I had the misfortune of suffering through long hold times, dreary music, and being transferred from person to person with no end in sight. While I waited I had plenty of time to think about what could be done better not just for this experience, but also from my own perspective to improve interactions with my own business. Listen More, Speak Less First, start by listening to your business—really …

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Quick Fixes Make Quicker Problems in ITSM

Incident teams are expected to respond to problems and rectify the situation, but if the underlying causes are not fixed, they will be stuck in a never-ending firefighting mode. In a post for Service Management Journey, Ryan Ogilvie elaborates on how to effectively fix this issue. A conversation with a colleague sprouted an interesting discussion for Ogilvie. The colleague shared that he and his team were excitedly awaiting a new incident manager, because there was …

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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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