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
In the mobile world, employees, customers, and IT staff expect to work from anywhere. It’s about freedom of location, device choice, and productive applications. As such, business services must have the capacity to deliver support to mobile devices and their users as well as the ability to...
Tag(s): it governance, mobile device support, mobility, security management, support operations
Date Published - Last Updated July 19, 2018
Our obsession with the service catalog—just one among many ITSM tools, modules, or capabilities—is over five years old, and it seems every IT organization has either decided or been told that the service catalog is an absolute must-have. However, in my opinion, it’s best to look back before we...
Tag(s): tools, support operations, support center, service level management, service catalog, IT service management
Date Published - Last Updated February 25, 2016
Nationwide Insurance began its ITSM journey in 2002, starting with change and incident management. With full executive support, a dedicated process staff, and shared objectives across all of IT, the program was a huge success, and we realized as much as a 75-percent improvement in availability...
Tag(s): governance, ITSM, problem management, process management, incident management, configuration management, release management, service level management, continual service improvement, case study
Date Published - Last Updated February 25, 2016
Process frameworks and standards are a guiding light in helping you define processes and assess their maturity, but they won’t lead you to the process Promised Land! These frameworks and standards provide little guidance with regard to process definition, and without defined and documented...
Tag(s): ITIL, process, practices and processes, process management
Date Published - Last Updated February 25, 2016
Too often, companies choose to believe they won’t be affected by security breaches. And too often they’re wrong. That means a whole lot of companies are losing—financially and reputationally.
Tag(s): security management
Date Published - Last Updated December 1, 2017
If you agree with ITIL, successful service management is the result of “an appropriate mix of people, process, and information technology.” While ITIL is touted as a systematic approach that treats all three components equally, in practice it often focuses more heavily on the process side....
Tag(s): ITIL, leadership, process management, people, workforce enablement
Date Published - Last Updated April 19, 2019
Total contact ownership is a mark of business maturity for technical service and support organizations. It takes the best practices of ITSM and strengthens them with customer service resolve. TCO has always depended on the “one team, customer first” approach, as it requires the assignment groups...
Tag(s): customer experience, customer satisfaction, customer service, ITSM, practices and processes
Date Published - Last Updated July 19, 2018
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
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