Many executives outside of the IT department see that particular business unit as a cost center. That’s not the case, though – IT is actually a business enabler. Moreover, the tools it implements aren’t expenditures that simply cost the firm money; they can deliver value. Read More
If someone asked you what was going on at your service desk, how would you answer? Would you have a set of answers at the ready, or would you have to guess at your service desk’s performance? Read More
The self-serve approach to IT service management can be cost-effective as well as more efficient for your IT department… if it’s implemented properly. Otherwise, you could have a situation in which end users are unhappy with the IT department, and your staff still find themselves overworked and unable to deal with truly mission-critical issues. Read More
When it comes to IT service management, everyone’s goal is to manage their IT services effectively and efficiently. However, IT service management sometimes turns into labor-intensive processes involving more human resources than necessary. This situation is costly and inefficient. Read More
Ever get frustrated on an inability to improve your service delivery? I recently spoke with a service delivery manager who was feeling stuck in this very way. Her top concern was that no matter what they were doing from an incident perspective they couldn’t make any real dent. I asked her if she looked outside incident management to change management. Read More
This entry is written as part of the "Thought Leader Spotlight" blog series, which aims to highlight some of the most influential and well-respected minds in the IT industry. When I first found Mr. Atkinson on Twitter, I was very intrigued with his knowledge of IT Service Management and his passion for customer service through his #HDIChat series. It finally dawned on me - why don't I write a ... Read More
IT has never really been about the "IT". It has always been about the business use cases in which IT is employed, and the better business outcomes it helps to deliver. In 2017, this need for better business outcomes (from IT) is more important than ever, and in every part of business operations. Read More
Along with most internal IT departments, in either the private or public sectors, higher education institutions continue to need to provide IT support to their end users – students, faculty members, and other employees – in line with what now seems like an age-old mantra of “doing more with less.” Read More
So you’ve been tasked with selecting a new IT Service Management (ITSM) tool solution? Whether you’re upgrading from a simple ticketing system to a full-scale ITIL® suite or just aren’t happy with your current implementation, procuring the best-fitting solution can be a gargantuan task. Many Request For Proposals (RFPs) fail to ask the right questions, thus leading to disastrous ITSM ... Read More
The annual HDI Conference is done and dusted for another year, although I’m unsure what the Washington equivalent of Las Vegas’ “Elvis has left the building” is. As per usual, there was a lot of great service desk and IT service management (ITSM) learning (let’s call it “nuggets”) to be had – either in-person or remotely via the Twittersphere. Read More
