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. […]
Problem management can be one of the most beneficial IT service management disciplines, but it can also be one of the most difficult to justify and maintain. How well you do – both initially and longer term – depends not only on your problem management process but also the effectiveness of the people involved. Problem […]
How often do you find yourself standing on the side of a snow-capped mountain, frozen to the spot while helplessly looking up at the rapidly growing and descending snowball of your IT nightmares? Metaphorically-speaking of course, but hopefully you get the point. What started out as a potentially insignificant issue has snowballed into a much […]
IT guys are often happiest when something breaks and they have a root cause to find, investigate, and resolve. Sometimes, though, finding the cause isn’t necessary but it can be hard to resist. Let me tell you a story that shows what I mean. My neighbors once had an issue with their gas supply. During […]
Last week I posted a blog offering my thoughts and advice on getting started with problem management, based on the premise that it involves much more than just adopting a best practice IT service management (ITSM) process from a book. Today, I want to continue with even more.