COBIT might have started life as a tool for IT auditors, and the requirement for IT-related internal controls (hey, there’s no need to yawn), but it has since blossomed into a good-practice framework for both IT management and governance. Read on to find out how COBIT can help your organization and the IT service management (ITSM) practitioners that work within it.
Following on from my previous blog on IT4IT, this blog provides a “beginners guide” to COBIT (formerly also known as “Control Objectives for Information and Related Technologies,” which was dropped with version 5), a good-practice framework for IT management and governance created by the international professional association ISACA. In particular, I focus on information about COBIT’s seven enablers and how their use will help your organization.
In the development and adoption of an IT service management (ITSM) ecosystem, people will spend many hours working on the design and development of processes, procedures, and plans. However, regardless of the best practice approach you use, no approach is prescriptive on the leadership you need to help teams be productive and effective in their design work. Instead you’ll need to find the tools, tricks, and tips that help you build trust and get things done. To this point, this blog offers up three Lean concepts that will both help the team with work tasks and enhance your leadership abilities.
While Lean originated in manufacturing, and is primarily referenced as a manufacturing framework, many of its concepts can easily translate into usable functions for other industries including the one you and I both love – ITSM. In fact, you might have already heard of Lean IT.
Who’d have thought that there are IT security lessons to be learned from a new approach the UK Government took to reducing speeding? But the concept of changing people’s mindsets to think about road safety rather than speeding is, rather peculiarly, a great fit for the IT security issues organizations currently face with the increased prevalence of malware, ransomware, phishing, and other nasty things. This blog also sheds light onto the traditional use, or misuse, of experts (in this case in the IT security domain) – and hopefully at least one of your eyes will be opened to the opportunity to improve your company’s approach to IT security for the better.
Problem management can be one of the most beneficial IT service management disciplines, but it can also be one of the most difficult to justify and maintain. How well you do – both initially and longer term – depends not only on your problem management process but also the effectiveness of the people involved.
Problem management is all about getting to the bottom, or the root causes, of recurring incidents; and fixing them once and for all – so they don’t keep happening. Done well, problem management will not only eliminate the triggers for some common IT issues but also minimize the impact of incidents that can’t be prevented using workarounds, temporary fixes, and known errors.
It sounds great. But all too often though, problem management is a process that can get bogged down in administration or overcomplicated beyond the point of it being useful. Usually leading to lots of problems being identified but too few actual fixes or improvement options. Our customers deserve so much better; so, if you’re a problem-manager-type, here are my seven top tips – a collection of positive actions and habits – to being more effective in your role.
Welcome back to this SysAdmin Day + IT service desk lovefest blog! Following on from my previous post – which covered trust (in getting a resolution), incident management effectiveness, major incident magic, seamless service request handling, and better IT asset management – here’s another five reasons why the IT service desk needs to be loved.
6. They Are Very Knowledgeable and Knowledge-Sharing People
Let’s be honest. There isn’t hardware or software in existence that works perfectly 100% of the time and is completely glitch free (plus people will always find a way for it not to work for them). As long as we have IT systems and assets, we’ll need the awesome service desk people to help troubleshoot when things go wrong.