Blog

Let it go

I remember when I first realized it. I was participating in an itSMF USA local interest group leadership workshop in St. Louis in 2008. It was the last day of the workshop, and the itSMF USA had arranged to have

Read More
Do you really need a SLA?

Think of the last time you had a poor service experience. Maybe it was at a restaurant when your dinner order didn’t come out quite right. Perhaps it was at a car wash after you noticed that the interior of

Read More
The First Contact Resolution Trap

A popular metric for many Service Desks is FCR percentage. What is FCR? FCR, or first contact resolution, represents the percentage of contacts when a consumer’s inquiry or issue is resolved in a single contact with the Service Desk. A

Read More
ITSM can work at your company too

As I’m sure many of you do, I often encounter misconceptions about ITSM. Only the "big companies" do ITSM. First question: Does your company rely on, utilize, or consume IT services? If the answer is “yes”, then how do

Read More
Shysters, Highwaymen, and others on the ITSM Journey

Travel in medieval times was always full of challenges and dangers. Travel usually took place during the daylight hours, following roads perhaps built during the Roman Empire period, or following other roads that were not well paved, if they were

Read More
Effective tomorrow, the Service Desk no longer takes Calls

Internal Company Announcement – For Immediate Distribution We heard you. And we’re taking action. After years of complaints regarding the “black hole of IT” and users having to call the “helpless” desk, we are pleased to announce that effective tomorrow,

Read More
8 Things to Know Before Starting your ITSM Implementation

Starting an ITSM implementation is exciting, challenging, while at the same time terrifying.  There always seems to be a lot of angst, anticipation, fear, perception and misperception associated with an ITSM initiative.    It is not a task to

Read More
Why you (yes, you) should define Processes

I often encounter a misperception associated with ITSM implementations – ITSM is “too hard to do”.  Well, I would agree—IF you’re trying to implement “everything” at once!  The most successful implementations recognize that ITSM takes a little time,

Read More
We don’t need another hero

Do you like movies featuring superheroes?  You know the ones – the superhero has some superlative ability, like superhuman strength, or telepathic ability, or super speed, or heat vision, or shape-shifting.   The plots of these movies are generally

Read More
ITSM is like a jigsaw puzzle

At some time or another, most of us have sat down and put together a jigsaw puzzle. Regardless if there are only a handful or hundreds of pieces, there are some constants that apply to solving any jigsaw puzzle. All

Read More
logo