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Is first contact resolution (FCR) a good KPI for the service desk and incident management? Many corporate IT organizations think that it is – after all, it’s definitely one that’s prominent in the ITIL...
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We live in an age of measurements and analytics, where organizations like to calculate how well they are doing, and how well (or badly) their employees are performing. This applies to IT service management...
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In a world of constant change in every aspect of life, it might be reasonable to expect that deciding on changes and processing them would be a widely held skill, familiar to us all....
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I’m really looking forward to speaking at the FUSION service management conference this year. FUSION will be running from 1-4 November 2015 at the Hyatt Regency in New Orleans, and if you’ve been before...
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The IT service management (ITSM) event season has kicked-off again, and it’s time for myself and the rest of the SysAid clan to jet off to the annual FUSION Conference – which this year...
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In many organizations there is a separate information security team that deals with all things relating to security. This team is responsible for designing and implementing all the controls needed to protect the organization,...
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It’s human nature to seek out others to communicate.  Through communications we learn, relate, help, influence, and play.  Communication is the currency and propellant of our society. Thanks to technology we are connected and...
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If you read my blog regularly you’ll know that I’ve already written simple introduction blogs related to: Incident management, and Problem management Now it’s change management’s turn. To misquote Amazing Fantasy #15 – the...
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Everyone loves heroes, and not just in comic books. Heroes come in and save the day when things go wrong, and naturally anyone suffering as a result of that ‘going wrong’ is pleased to...
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For as long as ITIL has been around (26 years) and longer, it’s told us that Service Management needs a triple focus. People, Process, and Technology all must be addressed if services are to...
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I really enjoyed delivering a webinar with Stephen Mann recently.  The webinar, which was called Real-World Tips for Self-Service Success, attracted a large audience, and generated some great feedback. If you missed the live...
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Everyone knows that incident management is designed to manage the overall life of an incident. Start to finish. Cradle to grave. But what does that really mean? The standard, accepted practice is that (most)...
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Sadly, many IT departments don’t see the importance of delivering great customer service to their end users. After all, it’s not as though the end users can leave them for another support provider, right?...
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Sets of best practices for service management – like ITIL for example – are full of good ideas and good advice, and all that good information is valuable, but sometimes you are able to...
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It’s summer time in the Northern hemisphere, and many of us are getting ready for our annual holidays. It’s really great to get away from work for a while, but some people don’t get...
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TV programs such as The IT Crowd and the Dilbert comic strips convey IT teams and service desks in a comical yet often negative manner. They are very funny, I know I laugh at...
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The corporate IT service desk gets a lot of criticism. More specifically, service desk agents get a lot of criticism. They often get accused of using their service desk role as a stepping stone...
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