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How to Transition from a Reactive to Proactive Support Center

 This article has been contributed by Sid Suri, Vice President of Marketing for Atlassians’s JIRA Service Desk.  Sid Suri, Vice President of Marketing for Atlassian’s JIRA Service Desk For years, support centers have focused on reacting to problems. According to research from SDI (Service Desk Institute), 67% of of a service desk’s time is spent firefighting. This reactive... 

ITIL Roles – Which Roles Can Be Filled By One Person?

Neven Zitek, SPAN Just by looking at the sheer number of ITIL functions and roles may leave you wondering – how do you fit a limited number of IT staff into so many roles? It’s obvious that one person will act in several roles, but how do you optimally combine them? Of course, it all depends on the size of your organization, and which ITIL processes that you’ve implemented, but none of that changes... 

Self-service – The value of Social

Stuart Power, Matrix42 We’ve seen the future of IT service support – and it’s social! An increasing number of corporate IT departments are evolving from fire-fighting cost centers, into service-delivering profit centers. Perhaps yours is one of them. But although this evolution is significant, it’s not the end of the story. In most cases, a centralized IT service delivery and workspace... 

Untangling the threads of true service leadership

7 threads of activity – for all leaders of teams, projects and continuous improvement initiatives Philippa Hale and Jean Gamester We all have the choice of whether to lead or follow, whatever our title, whatever the situation. In IT Service Management, we often see providing support as following. However, evidence suggests that we considerably enhance our reputation and delivery if we take the... 

How to Get Bigger Budgets

This article has been contributed by Didier Moretti, VP/GM Service Desk Business at Atlassian Software   At the start of every year or quarter, senior managers across the organization get pulled into the tug-of-war of budgeting and headcount planning. And few feel the pain as much as IT. If your team is viewed as a cost center, as IT more often than not is, asking for a bigger budget or head... 

ISO/IEC 20000 – An Opportunity to Grow

This article is a guest post and has been contributed by Drago Topalovic, ITIL & ISO20000 expert.   The first thing to consider when implementing best practices and standards in service management is motive. Why Should We Do It? When you provide IT services, you have to be the BEST you can. In other IT areas like development, infrastructure, and business system deployment, you can perform... 

Self Service IT: Not as Scary as it Sounds

This article has been contributed by Stuart Power, UK Sales Manager at Matrix42. I don’t know about you, but I’ve worked for a number of companies at which, as a new employee, it has taken days or weeks to be given the technology I need to do my job. I’ve no doubt it’s still happening in many organisations today. But as the proportion of ‘digital natives’ in the workforce increases, that... 

The Scourge of Jargon

This article has been contributed by Chris Lee – currently working with Six Degrees Group who provide integrated managed data services linking people, places and clouds.   “Going forward, and with enough synergy, we can push the envelope on this project. We know it has social currency; we know it’s on brand. Let’s ship it by COP Friday.” We all know someone who talks like this.... 

Five Ways to Power Up in Q1 (and make this year your strongest yet!)

Sid Suri, Vice President of Marketing for Atlassian’s JIRA Service Desk This article has been contributed by Sid Suri, Vice President of Marketing for Atlassian’s JIRA Service Desk   Are you ready for 2015? January is behind us—already—and everyone is still scrambling to finish any leftover projects from 2014. Additionally, businesses are knee-deep in forecasting this year’s budgets... 

Collaboration – The Unconquered Peaks

Philippa Hale of Open Limits Ltd This article has been contributed by Philippa Hale, Director and Senior Consultant at Open Limits Ltd.   Collaboration, across diverse teams and between levels of the hierarchy remain the twin, unconquered peaks for many organisations. This is also true of collaboration internally, within IT functions. Poor collaboration is often revealed to be the fatal flaw...