Zero-Strategy: Disruption through Reduction

Zero-Strategy: Disruption through Reduction

Disruption through Reduction Innovation is more than just a trend; it has become a requirement for organizations that want to stay competitive in today’s economy. But many organizations struggle with developing strategies that will genuinely innovate the workplace and serve customers in new ways. Without innovative strategies, your company is likely to underserve its customers […]

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Service Management and the Cloud

Service Management and the Cloud

With the proliferation of cloud computing services and the promise of cost savings and improved agility, organizations have developed aggressive cloud adoption strategies that have had less than favorable IT service management results. Organizations with an immature service management program are less likely to achieve the expected results from cloud computing due to process ineffectiveness […]

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How Do We Solve Problems in IT?

How Do We Solve Problems in IT?

Problems in IT Do you remember the television show Home Improvement? Tim “the toolman” Taylor had to have the most powerful tools and often super-sized his approach to solving household problems. I remember the episode when he supercharged the dishwasher. But his approach to solving problems and improving households represents something important for IT professionals […]

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Drive Process Quality: Know Your Error Rate

Drive Process Quality: Know Your Error Rate

Mapping support processes is an important step in creating efficiency n your support environment. Through modeling of the current environment, we can compare what exists today, eliminate any unnecessary steps, and clearly define roles and responsibilities. Once the process is mapped and efficiency achieved, key measurement points within the process help management to measure process […]

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Career Pathing Made Simple

Career Pathing Made Simple

Career Pathing In any support organization, it is important to develop a defined career path. The career path sets expectations with staff on what opportunities are available for growth within the organization. Most employees will want to develop their skills and grow their potential over time. If growth opportunities are not available, the career-motivated employees […]

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Service Transition: Critical Success Factors

Service Transition: Critical Success Factors

For years organizations have struggled with the management of change. We know that we need to change. We do not do a good job of planning and managing change within the IT Organization. Three critical success factors can help your organization to manage transition more successfully. Transition Planning and Support How do you more efficiently […]

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Customer Advocacy and Incident Management

Customer Advocacy and Incident Management

The IT organization exists to efficiently provision and support technology to meet business objectives. Technology enables companies to perform their core business processes. When the technology fails, the Service Desk is the first point of contact for the customer into the IT organization and it serves as the customer advocate throughout the Incident Management process. […]

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Key Measurements for the IT Service Desk

Key Measurements for the IT Service Desk

The IT service desk is a strategic asset to the IT service provider that fulfills a pivotal role in managing the relationship between the customer and IT. The IT service desk provides support for business processes that use IT services and manages a variety of transactional requests, incidents, and queries. The performance of the IT […]

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