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Are You a Good Customer?
A case for Service Provider Satisfaction Surveys By now we’ve got used to service providers sending us emails with customer satisfaction surveys. Some are short and sweet and others long and uninviting. But when you consider that service is all about co-creation of value by provider and consumer, it’s obvious that not only the service
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When ITSM Fails the Hero Rides to the Rescue
A double-edged sword Over the past couple of years I have done a lot of speaking at various ITSM events about the issue of the IT Superhero. I have come to understand that this knight in shining armor carries somewhat of a double-edged sword. I still think that reliance on heroes – our single points
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Strategic Incident Management
The intersection between operations and strategy When most people hear “incident management”, something operational comes to mind. Like restoring IT services after a glitch in a business process due to an IT outage or malfunction. Although annoying, the glitch is ‘just one of those things’ that happen from time to time. So we have a
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The Culture of Sharing – New World of Learning for Service Management Staff
Capabilities are the organisation’s most important asset The performance of any organisation depends not solely on process models and governance structures but on capabilities. It is recognised that in an organisation, the people (and therefore their capabilities) are its most important asset. On that basis, the continued professional development of those people, including those working
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A Series of Symbiotic Events
Event the Second: The Plan In the first “event” of this series I discussed “The Party” – I started there to establish that the satisfaction of your IT customer is dependent on the way you handle the many types of ‘events’ that support the ‘Main Event’ enjoyed (hopefully) by your customer: the enablement of what
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Success with Knowledge-Centered Support
Get Everyone on the Same Page There are significant quantifiable benefits to adopting Knowledge-Centered Support (KCSsm), the industry best practice for capturing and leveraging knowledge within your organization. KCS helps organizations: optimize available resources by solving problems faster and building organizational learning enable customer success with self-service and improve products based on knowledge captured Over
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A Wide Ranging Program from itSMF Norway
More to see In a recent post we looked at some of the great presentations that make up the itSMF Norway annual conference program. Here are a few more snippets from the Service Management with Superheroes of the World event agenda. If you can’t find a reason to attend amongst the speakers and topics making
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About Satellites and Software – The Value of Continuous Delivery
A ‘slight’ problem It’s been close to 10 years since the New Horizons satellite was launched to take on the mission to discover Pluto up close. It took 10 years to cover six billion kilometers and to reach Pluto to finally start measuring. However, there was a slight problem with the software: the satellite shut itself down. Very unfortunate for something
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