This author has yet to write their bio.Meanwhile lets just say that we are proud admin contributed a whooping 107 entries.
ITIL4 discusses “Iterate with Feedback”. It is so important that it is an ITIL4 Guiding Principle. I think how simple the concept is and how rarely it is applied in personal lives and work environments. The first step must be a willingness to improve. The next includes surrounding yourself with people who will give you […]
The new year is a great time to audit your processes and documentation to see if they are still aligned with how users execute the processes. Then, update your training documentation. New employees need to know what to do.
I talk often about the CMDB. The reason: if you can’t get the CMDB right, it’s tough to do Service Management well. Consider the following reasons:1. Your CMDB will establish scope for your configuration items (CIs) and their attributes. This establishes the scope for what is a Change or Incident, and other processes/practices. 2. The […]
I am not trying to be “hot takey”, but there is no way to deliver (co-create) quality IT services without a quality CMDB. Further, the quality of your services will be defined by the quality of your CMDB. For example, most mature Incident Management processes/practices are based on the info in the CMDB. The same […]
Understand the consumers of your services. I know some who invest in chat bots and not knowledge management and others the exact opposite. Align your resources with what the consumers use and want. Everyone would agree that this is good practice. However, I come back to a Henry Ford quote (paraphrase): “If I had asked […]
As we begin the new year, there’s one topic rarely discussed … clarity. We have so much noise and distraction. Missing is clarity … – clarity of vision,– what needs to be done,– and how to measure As you consider what you want to accomplish in 2022, focus on clarity first.
We get what we incentivize. In business, I found this to be true. As a father of teenagers, this was confirmed. We worry so much about penalizing poor behavior and work output that we forget how to incentivize. We need to celebrate successes, however small. The goal must be on growth in a safe place. […]
We often forget that not everyone is like us. We live in the world of best/good practice but forget how many organizations struggle with the foundational aspects. For these companies, I have 2 pieces of advice: 1. When you buy a tool, any of the tools, make sure you invest in the process side. Small […]
I remember starting at a large firm, trying to get up to speed. I ask for metrics and measures to help me understand current state. I was directed to a peer (same title, “Director”) who was in charge of IT analytics. I go ask my boss about him and the analytics group. The boss used […]
The topic of metrics and reporting is interesting in that everyone feels like they are an expert on the topic, but few organizations excel in this area. We have all the tooling. That is not the issue. Consider how many BI tools every organization has, yet leadership is unhappy with the data/information available for decision-making. […]