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After completing a consulting engagement with one of Bay Area clients, I was asked to speak at the company’s annual IT Tech Conference. The topic was both a review of the results – but also why those results were important to the corporate objective of simplifying IT. The topic: Simplify IT with IT Service Management.…
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I had the unique opportunity to do a screencast or podcast on Continual Professional Development. It was a pleasure to be a guest working with such great talent. Eddie Vidal and Doug Tedder, FSM are two of the best, and I enjoyed working with them. Interview questions included: I want to have a career in IT,…
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Invited out to Turlock, CA to teach two corporate workshops: Incident Management Primer and Change Management Primer. What I enjoyed most about these courses is that they had real practical approaches presented to the client. After the conclusion of the workshops, we then completed a strategy/design workshop to evaluate the current processes and identify improvements.…
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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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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 will seek…
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At the HDI 2015 Conference and Expo in Las Vegas, I discussed CEM and the cloud and managing the risks and challenges of moving into the cloud. The topic is a bit of departure from my traditional areas of specialty. However, organizations need to understand how moving to the cloud impacts the complete view of…
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In an organization, values are as crucial to success as they are for an individual. In my career, I have worked with companies that compromised their values, and I have witnessed the impact of this decision on both customers and internal staff. If an organization is willing to “cheat” the system for its gain, the line between ethical and unethical behavior becomes…
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When designing a new customer experience, you need first to build a successful platform. Building a platform starts with developing a meaningful marketing message. Not a lengthy vision statement that establishes a common goal for the organization, but a message that simply and cleanly tells your customers about your service. Building A Platform Great platforms…
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Are you tired of hearing about how to implement Change Management and yet when you try it something is still missing? In this session, instead of talking about the perfect implementation of Change Management we take it back to the basics and figure out what is really needed to make Change Management successful. Using a…
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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…
