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 […]
“The harder I practice, the luckier I get.” – Gary Player, professional golfer At the core of DevOps is learning. And DevOps stands on the shoulders of many giants, with one of those giants being the Toyota Way from which DevOps borrows concepts such as Kata, which helps people, teams, and organizations to improve, adapt, […]
A service level agreement, commonly known as an SLA, is an agreement that outlines the expectations of both sides in a service provider-customer relationship. Importantly for service providers, it’s one of the most effective ways to manage customer expectations and, in turn, your relationship with the customer. Yet it’s not uncommon for IT professionals not […]