Category Archives: Service Desk

How Business Relationship Management Could Help You Chase the Right Balls

Yesterday I walked home through the park and watched someone throwing around a ball with his dog. Literally every time the guy first shaped to throw the ball, the dog ran off in the direction it expected the ball to go. Usually this was the wrong direction, because the dog owner then (knowingly) threw the […]

Where Is the IT Service Desk in a DevOps World?

As more companies move to adopt DevOps practices to improve IT performance (my company included), I was thinking to myself – is it clear how to blend this with our existing IT service management (ITSM) activities? These existing ITSM disciplines and processes, often based around ITIL, have served us well for many years. So although […]

15 Tips for Getting Started with Self-Service – Part 2

In my previous blog, I offered up eight tips for getting started with self-service. Here I offer another seven. 9. Plan Ahead for Future Non-IT Use If the new self-service capability works for IT, then end users will expect something similar for other corporate service providers such HR and facilities. Or non-IT use case scenarios […]