Consider this example of a type of incident that most, if not all, service desks have encountered in the past, and probably will in the future: Mary, an employee at Bank of America (BofA), locked her Dell laptop with a BIOS password, which she then forgot. Without her password, she can’t reboot...
Tag(s): process, escalation, process management
Date Published May 23, 2012 - Last Updated May 11, 2016
As today’s organizations proceed with upgrades to Windows 7 and Office 2007 or 2010, many are finding that the action plans they need are very different from the plans they used for previous upgrades, with particular regard to the migration of users to the new applications. Of course, there are...
Tag(s): technology, change management, infrastructure management, release management
Date Published May 23, 2012 - Last Updated May 11, 2016
It all started in the spring of 2009, after coming in as the runner-up for the HDI Team Excellence Award. We knew we were delivering great service to our customers, making recommendations to be more effective, and creating a great working environment, but there was something missing. After...
Tag(s): process, practices and processes, framework and methodologies, people, customer service
Date Published May 23, 2012 - Last Updated May 11, 2016
We often hear of the importance of managing the risks associated with making personal investments. Until we understand investing well enough to weigh equity against the level of tolerable risk, we risk making uninformed decisions that could have devastating results. The same principle holds true...
Tag(s): process, practices and processes, framework and methodologies
Date Published May 23, 2012 - Last Updated February 25, 2016
When it comes to customer service, it really is only as good as the customer says it is. But what do you do when your customers think your service is great, but you know it could be a whole lot better? Think Lean! We did, and we were able to reduce our abandoned call rate from 28 percent to 9...
Tag(s): people, customer service, process, framework and methodologies
Date Published May 23, 2012 - Last Updated May 11, 2016
Call it the cloud. Call it converged infrastructure. Call it hybrid delivery, or whatever the marketers come up with next. The fact is, the world of IT has changed. It’s the “new IT.” But let’s be honest: it’s not altogether new, and it’s not altogether IT. So what is it, and how is it going to...
Tag(s): process, business of support, framework and methodologies
Date Published May 23, 2012 - Last Updated May 11, 2016
With all of the buzz around strategic planning, it’s understandable that today’s IT manager or CIO, however shrewd he or she may be, might feel overwhelmed by the plethora of definitions on offer. The easy-to-use toolkit presented in this article provides a simple, yet effective, tried-and-true...
Tag(s): process, framework and methodologies, ITSM, IT service management, service strategy
Date Published May 23, 2012 - Last Updated July 7, 2020
Some will no doubt think this is heresy, but the fact is that ITIL is a process framework. It is not prescriptive (in either ITIL v3 or ITIL 2011, but more on that later), and the books do not actually provide a method for designing services; rather, they provide the (presumably) required processes.
Tag(s): process, practices and processes, framework and methodologies
Date Published May 22, 2012 - Last Updated May 11, 2016
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Configuration management is about...
Tag(s): supportworld, webinars, asset management, configuration management
Date Published - Last Updated July 21, 2016
The current world of IT is complex, and getting more complex every day. The business appetite for information is increasing, and our traditional approach to managing and curating demand must accelerate in response. To satisfy this demand, many are looking to adopt agile development...
Tag(s): webinars, framework and methodologies, framework, service management, ITSM, IT service management, it governance
Date Published - Last Updated March 17, 2015