The service desk is the face of IT, regardless of what technology resources and capabilities are ultimately deployed to deliver services, and we need to change the way we deal with our customers, who are becoming increasingly tech-savvy and demanding more adaptable business solutions. We must...
Tag(s): ITSM, service desk, SLA, service level agreement, service level management
Date Published - Last Updated February 25, 2016
In service management, we come up with solutions and solve problems on a regular basis. It’s part of the job, and we are quite good at it. There are times, however, when a new problem arises and the usual solutions simply don’t work. The problem could be ...
Tag(s): service management, supportworld
Date Published - Last Updated February 26, 2016
Organizations often rush to kick-start improvement efforts without first completing a thorough analysis. All too often, improvement exercises are either reactive—knee-jerk responses to what others have done—or conceived in response to the passionate advocacy of a charismatic (and usually senior)...
Tag(s): customer service, continual service improvement
Date Published - Last Updated February 25, 2016
As more organizations adopt ITIL best practices or pursue ISO/IEC 20000 certification, the number of BRMs continues to rise. Gartner predicts that the percentage of IT personnel dedicated to relationship management and change leadership functions will reach nearly 15 percent by the end of 2013,...
Tag(s): business alignment, ITIL, IT-business alignment
Date Published - Last Updated February 25, 2016
While “agile” is freely used, there’s not a clear definition of what “being agile” actually means, particularly in the context of technical support and service management. In this article, I will provide a high-level overview of Agile concepts, its origins, its primary frameworks, and its value....
Tag(s): ITSM, service management, process
Date Published - Last Updated December 1, 2017
If your service desk already has a great set of processes in place, good news: with just a little effort, you can reuse many of those same processes to optimize and improve your knowledge management program! After all, reuse is one of the main principles of Knowledge-Centered Support (KCS)....
Tag(s): KCS, KM, knowledge management, metrics and measurements
Date Published - Last Updated February 25, 2016
Major incidents resulting from change is one of the most effective metrics in your collection because it shows the service level impact of the changes being executed. It isn’t a measure of system failures; it’s a measure of departmental failures. It holds teams accountable for the impact they...
Tag(s): change management, metrics and measurements
Date Published - Last Updated February 25, 2016
Frameworks existed long before there was technology. So why is it that so many organizations have only recently now begun to evaluate and adopt IT frameworks? The easy answer is structure. In order to manage a complex system or value network, organizations need to adopt a structured environment...
Tag(s): process, framework and methodologies
Date Published - Last Updated May 11, 2016
In 2010, HDI and Global Knowledge cosponsored a research project to understand more about the state of ITIL implementation, the benefits companies have actually achieved, and the key success factors. While there are many ITIL benefit surveys out there, what sets this survey apart is that it...
Tag(s): framework and methodologies, process, research
Date Published - Last Updated May 11, 2016
Some of the most effective techniques for doing more with less come from lean management. Using these techniques, I’ve been able to mobilize my teams while maintaining or improving morale and customer satisfaction. But where do you start? How do you identify the areas that will have the biggest...
Tag(s): continual service improvement, leadership, organizational change management, process-improvement, support center
Date Published - Last Updated February 25, 2016