Tag Archives: Service Desk

The 7 Habits of Highly Effective Incident Managers

Incident management plays a key part in the IT service management ecosystem and in keeping businesses running. But what are the key things that need to be considered when optimizing your incident management capability? Incident management, like Maverick’s need in “Top Gun,” is often all about speed (but not always).

How Business Relationship Management Could Help You Chase the Right Balls

Yesterday I walked home through the park and watched someone throwing around a ball with his dog. Literally every time the guy first shaped to throw the ball, the dog ran off in the direction it expected the ball to go. Usually this was the wrong direction, because the dog owner then (knowingly) threw the […]

10 Tip for Getting Started with ITIL – Part 2

In Part 1 of this blog I offered five tips for getting started with ITIL, the IT service management (ITSM) best practice framework: establishing a formalized service desk, identifying root causes (problem management), managing changes, tracking software licenses, and starting to use a configuration management database (CMDB). In this blog (Part 2), I offer five […]