The IT service management (ITSM) tool ecosystem, and its history, is an interesting beast.
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Category Archives: Service Management
The expanding role of design in creating an end-to-end customer experience
Lines between products, services, and user environments are blurring. The ability to craft an integrated customer experience will open enormous opportunities to build new businesses.
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Kill the CAB
Requiring permission from a Change Advisory Board after a change is complete is absurd. A system has to be broken to need any discussion by that stage. Fix the system and kill the CAB. Its possible. Building on my post about how Change goes away, let’s look at its worst manifestation, the CAB.
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A Fool with An ITSM Tool, Is Still a Fool
IT help desk, and then service desk, teams have long been mesmerized by the advertised benefits of the latest service desk or IT service management (ITSM) tool, showcased to bring order to the chaotic mess in IT departments and to improve the relationships with colleagues wanting assistance.
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Design Coordination: How to Get Your ITSM Ducks in a Row
If you’ve been following my blogs (or even if you’re just a savvy IT professional like yours truly), then you know that ITIL® offers us a wide range of processes to learn, love. and adapt to our circumstances.
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Using a Service Catalog to Enable Enterprise Service Management
As discussed in part one of this blog series, service catalogs are not only limited to IT. They can be used to bring together service offerings that collaborate multiple departmental efforts.
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Starting and Scaling DevOps in the Enterprise: Get the Map to Guide You on Your Path
Recently, I had the pleasure of participating in Electric Cloud’s Continuous Discussions (#c9d9) community podcast – discussing scaling Agile and DevOps in the enterprise. The topic is near and dear to my heart, as I’ve spent my entire career – at HP LaserJet, Macy’s.
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The End of Incident Management (as we know it!)
Can you imagine an ITSM world without Incident Management? While important, Incident Management (IM) is one of the most inefficient (and sometimes ineffective) ITSM processes. So much of the success (or failure) of IM depends on human interpretation.
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BMC eBook: Peer Into the Bright Future on the Service Desk Horizon
In the new eBook by BMC. “Into the Bright Future on the Service Desk Horizon” several experts on Service Management were asked to give their opinion on the future of service desks. And I am one of them. For me the traditional service desk that would mostly offer some kind of technical support (and most times in the form of ctrl-alt-delete, rebooting the system) will eventually disappear. For most organizations the technical kind of service desk will no longer be relevant. A service desk that understands the business impact of technology and who is able to help employees getting more out of technology, that is what we need.
This my quote in the e-book:
‘‘ What role can knowledge centers play in a modern service desk operation?
In the past, the main focus of the service desk was on offering technical expertise to solve technical problems. The technical aspects of modern IT solutions are disappearing under the hood and most technical skills are no longer needed in the day to day operations of many companies. At the same time service desks will have to support really complicated technical challenges that will have direct business impact. And when the need for day-to-day technical support disappears, the need for understanding the link between technology and business impact will become more important. Knowledge centers who understand how business challenges are supported by the underlying technical solutions will play an important part in this transformation. The point is, businesses are evolving, and ITSM must be an integral player in making employees more productive and happy as businesses change.”
You can find the eBook here.
There is also a Slideshare presentation with the input of the Service Management Experts, like Stuart Rance, Earl Begley, Claire Agutter, Stephen Mann and John Custy.
How good is your company’s internal customer experience?
To excel with customers, frontline employees need high-level service from core support functions. Société Générale’s group head of corporate resources and innovation explains how to achieve such symmetry.
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Idwell on Service Management 