8 Things to Know Before Starting your ITSM Implementation
Starting an ITSM implementation is exciting, challenging, while at the same time terrifying. There always seems to be a lot of angst, anticipation, fear, perception and misperception associated with...
View ArticleEffective tomorrow, the Service Desk no longer takes Calls
Internal Company Announcement – For Immediate Distribution We heard you. And we’re taking action. After years of complaints regarding the “black hole of IT” and users having to call the “helpless”...
View ArticleShysters, Highwaymen, and others on the ITSM Journey
Travel in medieval times was always full of challenges and dangers. Travel usually took place during the daylight hours, following roads perhaps built during the Roman Empire period, or following other...
View ArticleITSM can work at your company too
As I’m sure many of you do, I often encounter misconceptions about ITSM. Only the “big companies” do ITSM. First question: Does your company rely on, utilize, or consume IT services? If the answer is...
View ArticleThe First Contact Resolution Trap
A popular metric for many Service Desks is FCR percentage. What is FCR? FCR, or first contact resolution, represents the percentage of contacts when a consumer’s inquiry or issue is resolved in a...
View ArticleDo you really need a SLA?
Think of the last time you had a poor service experience. Maybe it was at a restaurant when your dinner order didn’t come out quite right. Perhaps it was at a car wash after you noticed that the...
View ArticleLet it go
I remember when I first realized it. I was participating in an itSMF USA local interest group leadership workshop in St. Louis in 2008. It was the last day of the workshop, and the itSMF USA had...
View ArticleHeading to Fusion 15!
This is a date that I circle on my calendar every year – the date of the annual Fusion IT Service Management conference, being held this year in New Orleans from November 1 – 4. I’ve been attending...
View ArticleAre you buying the bike or the result?
What are some common uses for an exercise bike? Use the handlebars to hang clothes upon Use to collect dust Use as an uncomfortable seat while watching TV or reading a book Use to maintain or improve...
View ArticleThe part of the ITSM Implementation Organizations seem to Skip
I often see a pattern with ITSM implementations. Perhaps you’ve seen the same pattern. What I’ve seen is that organizations frequently focus on and invest in three of the four “P’s” – Process,...
View ArticleIf IT only acts like a utility…
What is a “utility”? According to dictionary.com, a utility is “something useful; a useful thing; or the capacity of a commodity or a service to satisfy some human want”. Often I hear IT organizations...
View ArticleIs it because you’ve really not implemented ITIL?
“Slow.” “Bureaucratic.” “Out-of-date.” Just a few of the words I’ve recently heard or read used to describe ITIL®.[1] Could it be because no one has really implemented ITIL? So before the world reminds...
View ArticleIs it time to drop the ‘IT’ from “ITSM”?
The telephone rings at Fred’s desk in the support center. Sue is calling to make a service request. After capturing the specifics of Sue’s request within the ticketing system, Fred ensures that she is...
View ArticleCan IT lead SM?
In my blog article, “Is it time to drop the ‘IT’ from ‘ITSM’?”, I discussed the challenges of expanding IT Service Management concepts and principles to other service providers within an organization....
View ArticleFive Things I like about ITIL Practitioner (and one thing I didn’t)
After a few years in the ITSM profession, I recently earned my ITIL®[1] Practitioner certification. If you’ve not heard of ITIL Practitioner, it’s the new addition to the ITIL certification scheme from...
View ArticleThe Seven Deadly Sins of Service Level Management
I had a conversation about SLAs again this week. Suffice it to say that I came away with the feeling that there is so much misunderstanding about the purpose and rationale of a SLA. What is an SLA? An...
View ArticleThe ITSM Paradox
Paradox [par-uh-doks] noun A statement or proposition that seems self-contradictory or absurd but in reality expresses a possible truth.[1] Example: The paradox of many IT Service Management (ITSM)...
View ArticleA Cure for “Bad ITSM”
Is your business suffering from “bad ITSM”? What does “bad ITSM” look like? Some examples: Every request for change (RfC) goes before a change advisory board, because there’s no criteria or models...
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We talk. No one understands. Why?
It’s still there. After all of the investment in training. After all of the implementations of tools and processes and methodologies. After all of the progress and achievements. There’s still that one...
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ITSM is not just IT Operations
I recently viewed a webinar from a tool vendor regarding Agile, DevOps, and Lean IT transformation. The vendor was hawking their product that helped IT organizations get code from development through...
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