Is your organization planning to boost its IT service management (ITSM) maturity level by formally entering the world of change management? Why formally? All companies deal with change, but not all do so in a consistent and controlled way, i.e. with a formal change management capability.
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This is the fifth of five blogs on self-service for IT, and how to increase your organization’s chances of success. So, if you missed the earlier blogs, I suggest that you read these others first: Then there are a number of other opportunities to increase the odds of self-service success.
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Reading a recent blog about how IT departments struggle with their communication and collaboration with their end users, by Martin McKenna, I can’t avoid the conclusion that many IT departments still don’t get it.
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I was recently invited to a BCS event to conduct an Attitude, Behavior, Culture (ABC) workshop showing how ABC (part of the ITIL practitioner toolkit) is STILL the number one success, or more commonly “fail factor,” in IT service management (ITSM) improvement programs.
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Working in IT, and particularly in IT support, can be a challenge. After all, you only usually get to speak with your customers when they have an issue and contact the service desk, they want something new, or you’re reviewing the month’s IT performance “by exception.
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Change and change management continue to be hot topics for IT service management (ITSM) professionals on a number of levels.
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IT service management (ITSM) best practice is a great thing. Whether taken from ITIL – the most commonly adopted ITSM best practice framework – or not, it has helped countless individuals and organizations to improve.
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When I think about what data I’d like to see IT operations departments measure and report, there are two key things that I think of: How happy are the users of the IT service? How much disruption are IT failures causing to business users? I recently had the pleasure of seeing a demo of the lat
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This blog shares some insights on how to best overcome some of the challenges in adopting ITIL – the IT service management (ITSM) best practice framework – and its processes.
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Many organizations already know the benefits of service desk automation – cost savings, improved efficiency and throughput, and increased customer satisfaction are all well documented outcomes of taking the time to automate. If your organization is considering an automation initiative, be sure to honestly assess these three areas before you start. IT Tooling Although not …
Source: 3 Things You Must Consider When Automating Your Service Desk – BMC Blogs
Idwell on Service Management 