Best of HDI in 2021 - #3: Problem management is an important part of ITIL 4, but too often it gets neglected. As part of our Metric of the Month series, we examine how to provide quantifiable data to provide focus and motivation for problem management efforts.
Tag(s): supportworld, service management, practices, cost per ticket, cost models, ITIL, metrics and measurements
Date Published December 27, 2021 - Last Updated January 20, 2023
Best of HDI in 2021 - #4: Too often, organizations simply look at the bottom line as the end goal, but those utilizing ITIL 4 might want to dive deeper to come to agreement on the differing definitions of value. Here is a snapshot of that discussion.
Tag(s): supportworld, business of support, ITIL, ITSM
Date Published December 22, 2021 - Last Updated January 20, 2023
Best of HDI in 2021 - #5: There is no one-size-fits-all approach to ITSM, but there are ways to consider how to build the best ITSM processes for your organization. Here are some suggestions to consider as you build out the processes that will provide your organization with long-term success.
Tag(s): supportworld, service quality, service management, change management, practices
Date Published December 21, 2021 - Last Updated January 20, 2023
Best of HDI in 2021 - #6: As part of our series profiling HDI’s Strategic Advisory Board, we ask five questions of Stephen Paskel, a senior manager and site leader at AllState. He shares that to succeed in this industry, it’s important to be a good communicator, to want to serve others, and to...
Tag(s): supportworld, service quality, service management, best practice
Date Published December 20, 2021 - Last Updated January 20, 2023
Best of HDI in 2021 - #7: As organizations move towards enterprise service management, a coordinating body is critical to ensure that there is a singular vision, direction, and solution for an organization’s IT. If not, even the most well-intentioned organizations can create a new form of shadow IT.
Tag(s): supportworld, service quality, service management, best practice
Date Published December 16, 2021 - Last Updated January 20, 2023
Best of HDI in 2021 - #8: On the surface, it would seem the two concepts are diametrically opposed. However, as both have evolved and been integrated into the workplace, the distance between the two has closed. Here’s an argument for how to make both work for you.
Tag(s): supportworld, service quality, best practice, agile, ITIL
Date Published December 15, 2021 - Last Updated January 20, 2023
Best of HDI in 2021 - #9: Too often, staff from other departments have a negative view of IT. To change that, IT departments need to understand the needs of the rest of the workforce, listen to continuous feedback from their colleagues, and ensure that tech changes improve daily work conditions.
Tag(s): supportworld, service management, best practice, relationship
Date Published December 14, 2021 - Last Updated January 20, 2023
We’re counting down HDI’s most read articles of 2021. Here’s No. 10 - It’s one thing to launch a continuous process improvement program, but it’s another to sustain it. Here, an analyst looks at some on-the-ground processes to keep momentum up for improvement.
Tag(s): supportworld, continual service improvement, best practice, business alignment, IT service management
Date Published December 13, 2021 - Last Updated January 20, 2023
Managers must do more than be straight shooters and do hard work to gain their team’s trust. What’s also needed are small gestures of kindness that lets their teams know they care. Read more from a passage of “Trust Me - Restore Belief & Confidence in an Uncertain World.”
Tag(s): supportworld, culture, best practice, practices and processes
Date Published December 6, 2021 - Last Updated January 20, 2023
In part 2 of this series on continuous improvement through a shift-left focus, here is an overview of beginning steps for implementing new efficiency strategies. Also included is a suggestion for initial goals to measure success once those strategies are implemented.
Tag(s): supportworld, service quality, service management, best practice
Date Published December 6, 2021 - Last Updated January 20, 2023