Self-Service
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 […]
AI Use Case for Service Management
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 […]
Missing Ingredient In Experience
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.
Change Management
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 […]
Baselines Not Benchmarks
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 […]