In IT, one of our biggest (maybe even our favorite?) grumble, every year, is how the business expects us to deliver more for less. So why is that? Perhaps there’s one overriding reason why the business expects it: IT has, by and large, delivered exactly that for the last 50 years or so. From inside […]
Have you ever thought about the truly basic concepts underpinning continual service improvement (CSI)? Let’s take a look at the words themselves. “Improvement” The main point of CSI is to deliver improvement, so I think it makes sense to start with that word. Often individuals’ preconceptions of improvement limit the scale and scope of what […]
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.