Tag Archives: ITSM

How a User Error Can Be a Constructive Tool

It’s always fun to sit and talk with 2nd line support folks – the ones who actually understand the technological whatsits and thingamajigs that underpin all our IT services. And it’s especially enjoyable if done over a drink or two, and when you get them onto the general intelligence level of the users they support. […]

The 7 Habits of Highly Effective Knowledge Managers

Knowledge management is playing an increasingly important part in the IT service management (ITSM) ecosystem, and in keeping businesses running. It encompasses everything from supercharging service desk agents, to facilitating end-user self-help, to providing the fuel required by new technologies such as artificial intelligence, machine learning, and chatbots. ITIL describes knowledge management as the process […]

How to Identify and Measure Your Work in Progress (WIP)

If you’ve ever worked in a manufacturing environment, then you certainly know what Work In Progress (WIP) looks like: stacks of partially-completed products waiting for the busy staff’s attention. Easy to see that those part-made things have already cost money: the investment can’t be recovered until the product is complete and can be delivered to […]