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How to use rapid communications to meet customer service goals using SLAs

Teon Rosandic This article has been contributed by Teon Rosandic, VP EMEA at xMatters. IT leaders and engineers certainly have their hands full with ever more sophisticated internal customers who are more empowered and easily disappointed than ever.  They are placing greater demands to “get it right” and deliver immediate access to information, products and services. End users want to... 

How Does Your Helpdesk Solution Contribute To The Health Of Your Overall IT Infrastructure?

Given everyone’s reliance on technology, a helpdesk solution is an integral part of your organization’s IT infrastructure. Naturally, with a helpdesk you picture skilled IT technicians assisting end-users with workstation issues. While this might be the main purpose of a helpdesk, it goes beyond IT support tasks and actually helps you oversee the health of all your IT resources. In essence, your... 

IT Maturity: Chasing rainbows?

It is surprising just how many organisations do NOT monitor their IT maturity. Where are we? Is it going up, or down? In fact an even more basic question is: exactly what is IT Maturity and is it an integer, percentage, score or grade? It’s difficult to put a finger on what it looks like, and what the final output ‘Score’ is.  It reminds me of the famous book and film ‘The Hitchhiker’s... 

The secret to change success – understanding multiple perspectives

People are both the problem and the answer A recent Forrester consulting study (commissioned by automation vendor Chef and downloadable from their website at the link above) found that 40% of Fortune 1000 IT leaders report first time change success rates below 80% (or they simply didn’t know what the first time change success rate was at all), with another 37% stating their first time change success... 

Advice for Building Your House of Change Management

“To improve is to change; to be perfect is to change often” – Winston Churchill It’s inevitable that we will encounter change throughout our personal and professional lives. New products are launched by businesses; people move house and football teams get promoted (but sadly not my beloved Derby County this season). Many organisations will have some sort of Change process, but in my experience,... 

Running Your Change Management Process

“When implementing Changes it’s not just a case of hitting a bit red button and shouting “fly my pretties, fly” to an imaginary army of flying monkeys” Following on from my previous post about surviving implementation, here’s some advise on running your Change Management process aka The Day Job. In Change Management your key areas to focus on are: Recording and processing the Change Change... 

ITSM thoughts from the world of Software Asset Management

Pondering the worlds of ITSM and SAM Do you ever stop to think about the higher business goals that ITSM seeks to achieve? Or perhaps the boundaries between ITSM and ITAM? I was recently at the SITS14 event at Earls Court, and it was fascinating to hear so many tool vendors state that they did “asset management”. However, when I asked them where they loaded the contracts and purchase orders into... 

Service Desk Management – Lions, Tigers and Bears. Oh my!

Could you be a lion? I have always liked to people watch. The different ways in which people interact have always intrigued me and I’ve found that working in an IT Department with all its team rivalries and characters can sometimes feel like you’re in the middle of a sociology experiment gone wrong. My experience of working on the Service Desk has shown me that there are typically three types of... 

How to manage third-party service, support and security

U.S. retailer Target saw one of the largest thefts of credit card data in recent history Productivity expert David Allen once stated that his approach, “Getting Things Done,” was based on the simple premise that you can’t do everything. In IT, we face this problem every day. Whether it is due to lack of domain specific expertise or simply not enough resources to handle all of our IT services,... 

Implement Enterprise Request Management in Five Straightforward Steps

 This article has been contributed by John Sundberg, Co-founder and President of Kinetic Data. John Sundberg A new approach to service request management is gaining ground in companies around the globe. Called Enterprise Request Management, or ERM, this framework is finding favor with organizations because it allows them to take an incremental and evolutionary approach to centralizing and modifying...