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I’ve been working in IT service management (ITSM) for many years now, and I’ve made my share of mistakes along the way. So I thought it’d be nice to share some of...
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I recently attended a networking event for IT professionals during which one of the speakers discussed “How to Market IT Internally and Externally.” The presentation’s core message was that every interaction with...
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Getting a job on a corporate IT service desk is a great idea if you want a career in IT. The IT service desk is a common entry-level role into the IT...
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You’ve probably heard by now that IT self-service portals are all the rage. But is it all just a fad or is self-service the direction that every IT service desk needs to...
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With so many IT help desks struggling with too much work and not enough resources, it’s no wonder why help desk managers are constantly on the lookout for ways to relieve the...
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Continual improvement isn’t just for processes and services. You also need to continually improve your skills and knowledge too. This blog is about continual improvement, but today I’m not going to explain...
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Is there a point where you should no longer invest in being “faster, better, cheaper”? At what point should you focus more on innovation and experimentation and less on continual improvement? Make...
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Sometimes you need to take the time to step back to see where your IT service desk could do better. Including where it sometimes manages to make issues for itself that just...
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The request fulfillment process is an important one for the IT service desk, but I often find that it gets forgotten about, or at least left at the bottom of the pile...
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Being an IT admin is challenging, the queue of tickets can seem endless, and so, your time becomes one of the most precious and scarce resources there is. Because of this (and...
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Recognizing and rewarding the performance of your IT service desk agents is of paramount importance. Why? Because an IT service desk can be a tough place to work – the negativity of...
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IT self-service continues to be an in-vogue capability for overstretched IT support organizations and a key IT service management (ITSM) area of interest. But how much difference will the introduction of self-service...
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I was working with a customer recently to help them design a new change management process. We were able to work very quickly because fortunately it was quite easy for the many...
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If you’ve been around IT service management (ITSM) for any time, you can easily recite the three aspects of ITSM:  people, process, and technology. Frankly, the best way to implement ITSM is...
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Want to know where you and your colleagues need to be – skills-wise – in 2020? Then this blog is for you. It offers highlights from a free-to-download SysAid eBook that uses the...
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I recently found myself discussing the use of change models with a customer. This customer, like many others that I come across, thought that every IT change should be classified as either...
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If your IT organization funnels every Request for Change (RfC) to a Change Advisory Board (CAB) for implementation approval, then you’re doing change management wrong. If this is happening in your IT...
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In another SysAid blog, I used an analogy of a pizza delivery to illustrate the point about the difference between outcomes and outputs. The outputs of a pizza delivery service are the...
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Customer experience is becoming increasingly important to corporate IT departments and the people they serve. For those who provide workplace IT, customer, or end-user, experiences need to improve in order to match...
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Some highly visible IT organizations have adopted ideas from DevOps, Agile, Lean and other frameworks to help them deliver great customer experience, with lower cost and higher quality. But what about the...
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Speaking in front of large groups of people, whether at IT service management (ITSM) conferences or elsewhere, isn’t a natural thing. It’s definitely an acquired skill with multiple facets – from being...
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The ITIL Practitioner Guiding Principles aren’t just for management. Here are some examples of how service desk agents can use them too. I often talk to people about the ITIL Practitioner’s Nine...
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As Amazon Web Services (AWS), the market leader in public cloud services, paves the way with industry good practice for cloud service management, their AWS Managed Services offering can be used to...
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With organizations continuing to regularly switch ITSM solutions, every 3-6 years (according to industry analysts), it’s become an unfortunate, unwanted, and expensive technology-investment cycle that needs to be broken. That’s why I...
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There has been a lot of reporting in the press about Meltdown and Spectre, a couple of recently identified IT security issues.  Some of my customers have been asking me whether they...
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We have long left the era of traditional IT help desk or service desk models, where break-fix or incident management reigns. These no longer meet the expectations of the consumers and citizens...
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Consider this scenario. After a few months of work, your IT organization has rolled out the new self-service portal. There were a few announcements made in the corporate newsletter, and service desk...
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You need to train and mentor service desk and IT support staff in techniques they can use to diagnose incidents and problems. They won’t become good at this just because they have...
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Capacity management is (or at least should be) a core strategic process of your IT service management (ITSM) practice – as understanding the capacity of each IT service, and the factors affecting...
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In IT service management, “firefighting” has become a metaphor for much of the work. Someone or something starts a digital fire, and we put it out. Firefighting captures the reactive nature of...
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If you’re really busy working on lots of different things then maybe you should think about limiting work in progress. If you start one thing and finish it before starting the next...
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If you haven’t convinced senior management to move the help desk to the cloud, don’t fret. The most common objection to new technology is the anticipation of imagined problems. The person who...
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Did you ever see the unfortunate TV weather lady who was interrupted by the Microsoft Windows 10 upgrade notification? It was one of those situations that’s funny but also serious at the...
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IT service management has traditionally been a process-driven discipline, supported by the growing use of automation. In 2017, the increased popularity of cloud services offers up even more opportunities for greater use...
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When you work on a service desk, calls from angry users can be very hard work, not least because of the way we’re likely to feel about them. Being at the other...
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In the first part of this blog series I provided my first four tips for creating a configuration management plan. These related to getting a common understanding of the basics, setting the...
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We’ve all probably heard, and even used, the phrase “fail to plan, plan to fail” but never has this been more pertinent than when planning for a corporate IT configuration management capability...
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I have often said that, in our rapidly changing business and technical environment, continual service improvement (CSI) is the most important service management process. If you don’t keep improving what you do,...
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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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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...
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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...
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When creating a request for change (RFC), it's tempting to stick to the bare minimum. After all, most of us have better things to do than populating endless forms with information that...
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Leading and managing an IT service management (ITSM) team can be tough. Not only do you need to think about your own performance, how you feel about your job, and your motivation,...
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Today’s tech-savvy customers are taking their consumer-world IT issues into their own hands, with customers now looking online for answers in preference to calling or emailing the supplier to help them to...
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As Joe the IT Guy said in his recent HDI blog on selecting a new IT service management (ITSM) tool – “Selecting any new technology is a serious matter.” In particular, there’s...
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Working in IT can be difficult at the best of times, with operational and organizational change often a particularly difficult “nut to crack.” We can, of course, use proven methodologies and techniques,...
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Working on an IT service desk can be a thankless task at times. There’s a reason why it’s generally accepted that there is often a finite shelf life for people in the...
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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...
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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...
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Many IT organizations see employee self-service as a ‘knight in shining armor’, ready to solve all their service desk issues in one quick project. However, for many organizations, their investment in self-service...
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So you’re the “go to” guy or gal within IT, and IT service management (ITSM) has been your life for the last five years.  You can soak up ITIL and ISO 20000,...
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Recently a customer asked me how many different categories they should have for managing incidents. They seemed to think that, like a magician, I could pull an “ideal” number of incident categories...
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We talk a lot about transformation in IT. That the changing IT landscape is causing us to evaluate and ultimately adopt new technologies. Or at the other end of the spectrum, that...
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In my blog last week, I recommended 6 tips that you might like to consider as New Year’s Resolutions. They were all about things you can do for your IT organization. This...
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As 2014 draws to a close I’ve started to think about what’s going to be important for IT service management (ITSM) professionals in 2015. Here are 15 tips that you might like...
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The launching of a self-service portal – a web-based application aimed at the end users,  providing 24/7 access to IT services and support – has been on the IT service management (ITSM)...
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IT maturity assessments come in many shapes and sizes. Some are broad and look at a large number of areas, like strategy, culture, governance, people, skills, transparency, risk management, security, processes, asset...
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A service catalogue offered as a self-service facility can bring a number of benefits to both the IT organization and their customers. For example, it can provide IT with an opportunity to...
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IT Asset Management (ITAM) is the discipline of managing IT assets throughout their lifecycle. If IT Service Management (ITSM) is primarily concerned with efficient delivery of services, then ITAM is primarily concerned...
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After experiencing a lull during the holiday season, the conference and exhibition circuit is back in action. In fact, just this past month, the 2014 International Consumer Electronics Show (CES) posted its...
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There's no doubt that today's 21st century customers are in the driver's seat. Not only do they have higher expectations than ever before, but they have no qualms about ditching their current...
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Frustration, confusion, and a general disconnect all describe the current relationship between many IT departments and business-side employees. However, the concept of the Enterprise Genius Bar is improving the way help desks...
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After reading Oded Moshe’s post Migrating Exchange to Google Apps: This is My Story, I thought it would be nice to follow up with a post covering some cool stuff that I...
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No doubt that BYOD (bring your own device) has changed the way users are working today. However, your service desk was designed in times where most users used a company-owned PC and...
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