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A five step framework for business oriented metrics

A practical look at why some metrics programs fail while others are successful, along with some tips you can use to kick your metrics up a notch. Introduction I was math-challenged as a child and hatred of anything having to do with numbers followed me into adulthood. This hatred remained with me until I became a manager and needed to begin proving the work my team was doing or understanding where... 

Scrum vs Kanban

Is this an Alligator or Crocodile? Read this article to find out (Oh… and you might learn about Kanban and Scrum too!) What are the differences between Scrum and Kanban anyway? When you’re studying two similar animals from different species – I don’t know, lets use crocodiles and alligators – it’s easier to spot the similarities than the differences. I’ll give you one now... 

Quick guide to SIAM

This article has been contributed by Jan Vromant, Product Manager at Fruition Partners. Many silo-based IT departments and service providers fail to deliver on their promises of cost savings, service improvements, and innovation. In addition, the finger-pointing among multiple internal and external suppliers and often inflexible contractual constraints render it difficult to address market challenges... 

The Avocado of Knowledge Management

Recently I’ve been talking to many servicedesk managers from different organisations to better understand the service delivery problems they solve with Knowledge Management. Knowledge Management is a funny old thing – it certainly has a high level of awareness amongst servicedesk managers but isn’t considered as fundamental as Self-Service, Incident, Problem, Change or Config. Most of the... 

Getting started with social IT (Part 2 of 2)

Following on from Matthew Selheimer’s first installment on social IT, we are pleased to bring you the second and final part of his guide to getting started with social IT Level 3 Maturity: Social Embedding The saying, “Context is King!” has never been truer and this is the foundational characteristic for attaining Level 3 social IT maturity; Social Embedding. This level of social IT maturity... 

Expanding Customer Service To Twitter

“Providing quick, engaging and valuable support to your customers on Twitter can build a positive brand image and reduce cost. Twitter takes less time, and money and offers your company the ability to resolve issues quickly and efficiently.” Image originally posted on Zengage, The Zendesk Blog Martin ThompsonMartin is owner and founder of the The ITAM Review and The ITSM Review. Martin... 

Getting Started with Social IT (Part 1 of 2)

Today’s post from Matthew Selheimer of ITinvolve is part one of a two-part feature on Social IT maturity, part 2 will follow soon.  "Most of your customers, employees and stakeholders are actively using social media" Today, 98 percent of the online population in the USA uses social media sites, and worldwide nearly 6 out of every 10 people use social networks and forums. From a business... 

A structured approach to problem solving

Those who have worked in IT Operations have a strong affinity with the skills of problem solving and troubleshooting. Although a huge amount of effort is taken to improve resiliency and redundancy of IT systems the ability to quickly diagnose the root cause of problems has never been more important and relevant. IT Service Management has gone a long way towards making practices standardised and repeatable.... 

Gazing deep into the prISM

prISM: 'Dark side of ITSM?' or genuine professional recognition? At first glance, the new prISM credential scheme seems to be a qualification too far, as I consider improving my ITSM skills by going for the first of my ITIL Intermediate levels. The take up so far seems to belong to an select group, much like those who piloted the new ITIL Master scheme, and perhaps it is too early for that... 

Skills Framework for the Information Age (SFIA) Quick Guide

I know, it actually sounds like something they used to show early in the morning when I was growing up as part of an adult learning initiative, long before children’s television schedules took off. The first I heard of it was at the itSMF Regional Seminar in Staines, as part of the “speed-dating” networking sessions, as Matthew Burrows had just finished writing the pocket book. Before chatting...