Tag: IT Service Management

  • Corporate Workshop and Strategy Session, Turlock, CA

    Corporate Workshop and Strategy Session, Turlock, CA

    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. […]

  • 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 […]

  • Customer Experience Management and the Cloud WEBINAR

    Customer Experience Management and the Cloud WEBINAR

    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 […]

  • 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. […]

  • Knowledge Management as a Strategy

    Knowledge Management as a Strategy

    In the information technology industry today, information is our primary asset. Information is what we provide to the business. Information is also pivotal to the success of the IT organization in providing valuable services to the business. Knowledge management – when done right – can be integrated into the organization and enhance the performance of […]

  • Raise the Bar on Service Quality WEBINAR

    Raise the Bar on Service Quality WEBINAR

    It is time to raise the bar for IT organizations and define a new standard quo. Problem Management is the key to increase service quality. Improvements in service quality require both reactive and proactive problem management, measurements that are linked to value creation for the business and real tangible outcomes. This webinar explores both ITSM […]

  • Incident Categorization: A Method to the Madness

    Incident Categorization: A Method to the Madness

    Incident categorization is a challenge for organizations. Whether it is due to culture, politics, complexity, or an inability to agree – every organization at some point finds that the categorization of incidents is difficult. Why does it cause so much of a challenge? Every organization is different. The products and services are different. The service […]

  • I.T. Governance: What’s it REALLY All About? WEBINAR

    I.T. Governance: What’s it REALLY All About? WEBINAR

    The Kansas City itSMF local interest group want me to do a webinar on the topic of I.T. Governance. This webinar discusses the basic principles of IT governance and COBIT, and how it works with IT service management. It also explores the importance of risk management for effective service management. If you enjoy this webinar, […]

  • IT Frameworks, Standards and Models

    IT Frameworks, Standards and Models

    Frameworks like the Information Technology Infrastructure Library (ITIL) are not new. Frameworks existed before there was technology. Why is it that so many organizations have now begun to evaluate and adopt a framework in Information Technology? Why Use IT Frameworks? The basic answer is structure. Organizations need to adopt a structured environment to achieve operational […]

  • itSMF LeadIT Annual Conference & Expo, Melbourne, Australia

    itSMF LeadIT Annual Conference & Expo, Melbourne, Australia

    After many trips to Australia for the PACRIM conference, I had an opportunity not only to co-present on the topic of Business Value Dashboards at LeadIT 2014 – I also got to sit on a panel discussion on the subject of Change the Conversation: Moving Production to the Cloud. The panel discussion on cloud computing was […]