This author has yet to write their bio.Meanwhile lets just say that we are proud admin contributed a whooping 107 entries.
Talked with a company today that had a self-service catalog but the users did not know where it was or how to access it. Like many other things in life, it does no good to invest in something and not communicate it well. Yes, yours and every other self-service catalog need improvement. But, so does […]
Problem Management will be one of the largest beneficiaries of AI in all of Service Management. I know that sounds outrageous, but consider: 1. The AI looking for Incident patterns for Proactive Problem Management. The humans will set the thresholds and the tooling will give Problem candidates that can be analyzed. This is exciting to […]
There are many things an organization can do to help users have a better experience. Many times, all that is missing is communication. I cannot understate how frequently users complain about something that a simple communication would solve. The flaw is in the assumption that everyone knows.
I had a conversation yesterday on how an organization can do Change Management better. I was reminded how every process/practice is unique to that organization and the “right” answer is what is right for that organization at that specific point in time. This is one of the major reasons why I love baselines and dislike […]
One thing the past 3 years should have taught us is to believe in baselines, not benchmarks. Why? Your goal should be bettering yourself and how you are doing things, not comparing yourself to organizations (and people) with very different variables. I make the case in “ITIL4: The New Frontier” that every organization is unique […]
Leaders are like little kids in one aspect… We like colorful pictures to tell a story. With time in limited supply, there is nothing more effective than an easy-to-consume graph or chart that speaks to the problem that needs addressing. We often forget that this is communication through pictures. One thing I am seeking to […]
What’s the percentage of standard changes to total changes at your organization? I maintain that a mature ITSM organization should have standard changes be 60-75% of total changes. This is for a few reasons:1. allowing speed-to-delivery for low-risk changes.2. allowing the CAB & change authorities to focus on higher risk changes.3. allowing the organization to […]
The rates of change will only increase. When we think of how things will be different in the future, the changes will be driven by technology. RPA, AI, NLP, and everything in between. These innovations will drive how we do things on the process side of business outcomes. Think of how AI will impact: Knowledge […]
Everyone wants more chatbots. Few want to invest in the Knowledge Management that it takes to do chat right. Bad chatbots are MUCH worse than no chatbots. Sure, technology can enable chatbots, but not ensure their success.
The more I talk to people during and after an ITSM tool implementation, the more I fervently believe we – as an industry – are missing something. Let me first say this is not directed at individuals or companies but the general practices of how things are done. Companies not doing Service Management well buy […]