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Rocket fuel, cake and customers – A tale of availability management
The other day I had a flashback. Well actually, I had two You see, this past week my mobile carrier, Rogers Communications, suffered a major outage which knocked out all voice and text capability across its network. The outage lasted for about 6 hours – a lifetime for the company’s 10 million affected customers. Unfortunately, access
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Do Your Policies Enable or Inhibit Your Customers?
How hard do you make it for your customers to do their jobs? What levels of bureaucracy have you implemented in the name of security or audit? Do you use best practice or service management to justify bad IT management? Enabling your Business Partners This is your chance to look at how you enable your
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What do Black BMWs have to do with ITSM?
I got upset twice whilst in my car last week. Both times because the car behind blew its horn and the driver ‘gesticulated’ to convey his annoyance. The first time my daughter was driving, a new, inexperienced and cautious driver, especially in her father’s car. The guy behind just wanted her to go faster and
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So, are we there yet? Is ITIL as successful as we hoped?
Similar to mission and vision determining direction, the goals of an ITIL (or any best practice) implementation are a good indicator of how successful it will be for the business. There are still many organizations chasing the elusive concept of business alignment or business integration and there’s still much talk about “the business” and IT.
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A trilogy – The 1 hour Service Improvement Plan – Part 3
By Michelle Major-Goldsmith This is the final instalment of my three part article. Much of what can be achieved will depend on the maturity and culture of your organisation. With any change one should always take a ‘softly softly’ approach and ensure all stakeholders are engaged. The most important part of any successful change is
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A trilogy – The 1 hour Service Improvement Plan – Part 2
If part one of my article has given you an appetite for trail blazing in the world of continual service improvement. I’d like to offer you some more ideas with my one hour Service Improvement Plans. I’m not suggesting you could make the improvements listed here within an hour, simply providing pointers regarding common issues
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A Trilogy – The One-Hour Service IT Service Management Improvement Plan
It would be fantastic to think that after completing an ITIL® course delegates started creating service improvement plans. All too often whilst the IT Service Management enthusiasm is very much evident most people struggle to know where to start. I’d like to share some tests you can try to provide the focus needed to start
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Vision Matters: Five ITSM Lessons to Consider
…remember: if you don’t know where you want to get to, the direction you take doesn’t matter… My last blog addressed the importance of allowing your vision to dictate the direction in which you’re going when Mi or any improvement program. We left off looking at mission/vision statements and the difference they make in the results
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