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In a previous blog I talked about “starting where you are” as a guiding principle for people who want to improve outcomes for customers. I talked about how this means not throwing away everything you...
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Having an external perspective is valuable, and even essential, for an organization to establish improvement ideas. That ability to ”see the wood for the trees” coupled with knowledge of the broader world outside your...
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I visited two very different customers recently.  They had very different problems and the solutions I suggested for them were also very different. But there was one thing that they had in common —...
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In my previous blog, What’s Essential for an IT Help Desk?, I discussed the things that every help desk should do. These were: Log and manage calls from IT users Resolve incidents Generate useful...
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If you’re involved in ITSM improvements, and especially if you’re fairly new to the field, it’s easy to feel overwhelmed. One thing that can really help you to focus is to follow the principle...
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“What advice do you have when your business case for ITSM is created but ignored?” This is what @sysaid tweeted to me in reply to my tweet regarding my blog The Case of the...
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As 2016 ends and we look forward to another year in IT service management (ITSM), one wonders what we (ITSM pros) should be focused on in the next twelve months. There’s been a lot...
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One of the biggest problems we have to deal with in IT service management (ITSM) strikes whenever we fail to meet the expectations of our customers and users. No matter how good the service,...
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Most tech predictions focus on the next “big thing.” With our appetite for new and different, we tend to overlook the power of ongoing trends. 2017 is a year when existing innovations will settle...
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An IT help desk can easily take on a huge range of activities, but if you have limited resources then you must think about the essentials. This is true even if you’d like to...
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The help desk was a new idea for IT departments back in the 1980s and 90s. That’s when organizations figured out that it was far better to have a team of people fielding all...
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Some time ago, I wrote a blog about Defining Metrics for the Service Desk. Recently someone asked me what about the help desk? This person works for an organization that doesn’t have an enormous...
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Working in IT, particularly on the IT help desk, can often be a “glass half empty” rather than a “glass half full” experience – with many of the day’s activities related to things that...
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It isn’t often I get to start an IT service management (ITSM) blog with a William Shakespeare quote, but he put it perfectly in Romeo and Juliet: “What’s in a name? A rose by...
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The term “service desk” can give rise to a number of conversations, and sometimes arguments. For instance, should you call it a help desk, service desk, or something else? And for companies with relatively...
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IT organizations often spend huge amounts of time, money, and other resources on managing incidents, but they spend surprisingly little on problem management work that might reduce the number of incidents in the first...
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Come the end of a busy week, does your IT service desk ever look a little bit like the set of a western movie? The atmosphere is dry and barren. Random objects are strewn...
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