In order to create a successful foundation for our implementations of ITSM and ITIL® we can take lessons from the study of languages. The foundation of the service management best practices is a language that needs to be understood, mastered and used, just like you would learn a foreign or...
Dr. Michael Hammer and his co-author James Champy wrote the groundbreaking work Re-Engineering the Corporation. Dr. Hammer has long championed the concepts of using processes to accomplish work outputs and outcomes. Dr. Hammer spoke of three categories of work (or process output). Because a...
One of the key processes in the ISO/IEC 20000 standard is Business Relationship Management. This process “establishes and maintains a good relationship between the service provider and the customer based on understanding the customer and their business drivers.” Business...
In a previous blog we discussed the revised 7 step improvement process. Step 6 of that process is to present and use the information. There are various levels of management in an organization. When presenting this information and implementing improvements it is important to understand which...
George Santayana, the Spanish American philosopher, wrote the famous saying, “Those who cannot remember the past are condemned to repeat it.” This really is the underlying basis for the process of knowledge management. It plays a key role in CSI but data must be captured in each of the...
I recently had a question regarding the inclusion of Service Requests into metrics for First Call Resolution. As always, the answer is “it depends”! ITIL now treats Service Requests and Incidents as two different processes – Service Request Fulfillment and Incident Management. Both are...
In my last blog, I provided some suggestions for overcoming challenges in obtaining agreement on the scope and definition of IT Services. As I mentioned, the Service Catalog is one of the first and most important assets in any service management program. Today we are going to take a high...
A Service Catalog is one of the first assets that an organization should build when initiating their Service Management program. After all, how can you manage services if you do not have a clear understanding what services your IT organization provides? Unfortunately, many organizations...
Having recently attended the Fusion 11 conference in Washington DC, I came away with some key insights that I thought I would pass along. The event brought together the worlds of IT Service Management and Help Desk in a great mix of information sharing and learning through breakout sessions and...
Many organizations that I meet with often are struggling to implement best practice processes into their environments. They sound completely overwhelmed and often I hear “Where do we begin?” I smile and usually respond with “At the beginning of course”. The beginning of good process...
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