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The part of the ITSM Implementation Organizations seem to Skip

I often see a pattern with ITSM implementations. Perhaps you’ve seen the same pattern. What I’ve seen is that organizations frequently focus on and invest in three of the four “P’s” – Process, Partners, and Products – of the ITSM

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Are you buying the bike or the result?

What are some common uses for an exercise bike? Use the handlebars to hang clothes upon Use to collect dust Use as an uncomfortable seat while watching TV or reading a book Use to maintain or improve muscle tone and

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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

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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

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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

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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

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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

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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,

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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

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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,

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