Impacts of Not Doing Service Management Correctly
I have been posting about how we’ve misplaced Service Management and pushed it down to SLA enforcement. I have also frequently posted about how we need to begin seeing Service Management from the consumer’s perspective. Oddly, these are the same issue: We have failed to “implement” Service Management correctly and have instead focused on IT […]
Example of Poor Experience Management
There are many non-IT examples of Experience Management I love to use to illustrate concepts. One such is the issue of the walk to baggage claim in the Houston Airport. See link below. The airport was getting a lot of complaints saying they had to wait too long for their baggage. Instead of addressing the […]
Iterative Approach
One of the themes central to Service Management, Agile, Lean, and many more is an iterative approach. When we think of our personal lives, we need to take the same thought process. We will not immediately get better at anything. For example, if you need to lose weight for a special day, you skip a […]
Effective Change Management
Of the Service Management processes/practices, Change Management/Enablement is usually guilty of being the most bureaucratic. The rules and order are necessary to reduce risk. However, there are ways to follow the stated process and still deliver better outcomes. Let’s face it, even with the heavy reliance on rules and compliance, we still do a relatively […]
Need For a Great ITAM Program
In the Deloitte Global ITAM Survey 2021, there are several points of interest, including: – A vast majority (84%) of respondents believe that they lack a truly effective ITAM initiative in place in their organizations. – More than half the respondents believe that cost efficiencies can be achieved by reducing overheads from IT asset inventory management, software […]