Progress Iteratively With Feedback
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 […]
New Year is a Great Time To …
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.
CMDB Investment
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 […]
Doing Things the Right Way
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 […]
Consumers
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 […]