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Categorization is a critical aspect of many IT service management (ITSM) processes.  Categorization helps us: Route work associated with an incident or a request Produce effective management reporting that enables further analysis...
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There are a number of reasons why email and other personal productivity tools are used for IT support, for example: Most IT staff usually have access to email IT staff know how...
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There are lots of different names for “the corporate team or function that provides internal IT support to end users.” Examples that I’ve seen used on my IT service management (ITSM) travels...
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Enterprise service management (ESM) is the use of IT service management (ITSM) tools and processes to support other lines of business within an organization. It’s a term that’s generally used by IT...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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