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 […]
My previous blog talked about what customer experience actually IS, along with a video that followed my learning cycle. We saw that despite a number of improvements made, the relationship with our customers was even more strained, and a major reason was due to the customer experience that we were providing. In the final part of […]
In part one of this blog I covered two possible causes of IT service management (ITSM) derailment: (1) the lack of executive support, and (2) silos in action (or this could have been “silo inaction”). In this post, I will cover another two possible causes and what you can do to improve the situation.
Sometimes it is a good idea to stop for moment, to take stock of where you are and where you want, or need, to be. Especially when you work in a hectic and high-pressure role such as IT support – I often feel that I’m so busy running around that I forget which direction I […]
Well, it’s been almost a year since my last blog on continual service improvement (CSI), and I really do hope you’ve already passed the getting started phase, but if not – it’s never too late. The very first step I talked about in that blog is writing down a list of what you would like […]