November 2, 2016 Some time ago I was involved in a discussion about whether First Call Resolution Rate (FCR) is a good KPI for incident management. After the conversation had died down I realized that the underlying issue is that you have to understand what you are trying to achieve before you can define KPIs. So What Exactly Is a […]
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October 26, 2016 In part one of this blog I covered two possible causes of IT service management (ITSM) derailment: (1) the lack of executive support, [...]
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October 19, 2016 Sometimes it is a good idea to stop for moment, to take stock of where you are and where you want, or need, to be. Especially when you [...]
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October 13, 2016 Bring your own device (BYOD), or even BYOX appears to be an emerging norm in many organizations. It is a function of multiple factors: [...]
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October 6, 2016 I’ve been talking a lot about getting back to basics with incidents and all other things IT service management (ITSM) related – and [...]
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September 28, 2016 Well, it’s been almost a year since my last blog on continual service improvement (CSI), and I really do hope you’ve already passed the [...]
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September 14, 2016 A service level agreement, commonly known as an SLA, is an agreement that outlines the expectations of both sides in a service [...]
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September 7, 2016 IT service management (ITSM) is constantly evolving, and over the 20 or so years that the term has been in common use, the scope has [...]
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August 31, 2016 The heart of any IT service management (ITSM) program is the need to add value to business operations – to make the business more [...]
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August 24, 2016 In my previous blog, I offered up eight tips for getting started with self-service. Here I offer another seven. 9. Plan Ahead for [...]
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August 17, 2016 Self-service for IT is one of those things that’s relatively easy to “do” but not so easy to get right, i.e. to deliver a capability [...]
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August 3, 2016 Whether you ask for your pizza with extra “tom-mah-toe” or “toe-may-toe,” the end result is going to be the same – extra tomatoes on [...]
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July 27, 2016 It’s that time of the week, month, year; your service desk report is due and you’re drowning in spreadsheets and graphs. Yes, you could [...]
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