• Why Proactive Incident Management is important

    Why Proactive Incident Management is important

    What are you waiting for? Recently intercepted and decrypted conversation between Batman and Superman: Batman: “Luthor has a bomb planted in Metropolis Central Station, set to go off in 5 minutes; I’m on my way but can’t get there in time to stop it, but you can!” Superman: “I suppose I could, but you said
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  • The End of Incident Management (as we know it!)

    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.  What is the consumer seeing?  What kind of day is the consumer having? What does the consumer
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  • Strategic Incident Management

    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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  • IT S&M  Pain or Pleasure – Part Three

    IT S&M Pain or Pleasure – Part Three

    In the final part of this three-part blog we look at the pleasure and pain involved with Major incident management Major Incident Management To my mind the three areas, outside of event management, that really improve the way that major incidents are handled, are communication, learning from the incident and being transparent. In IT, we
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  • Shift Left! And Then Again!

    Shift Left! And Then Again!

    Service Desk 360 recently conducted a Service Desk survey with the purpose being to collect different views and wants across the IT department; from the IT Director to first-line technician, then to compare those views in a helpful and constructive way. In response to the survey question ‘If I only had one wish…….’ the overall
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  • Service Desk Basics: what to do when the end user doesn’t respond?

    Service Desk Basics: what to do when the end user doesn’t respond?

    If I remember my ITIL* studies and exams correctly – well it was over ten years ago – an incident or service request should only be closed by the end user/customer. I understand the logic, as they’re the people best positioned to know if their IT issue has truly been resolved or their need has been met. However not
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