Sunday, March 11, 2012

ITIL Secrets Revealed! Is it an Incident? A Request? A Problem? The definitive answer!

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There is no value in arguing the difference between Incidents and Problems. That doesn't mean you shouldn't have a clear distinction...
Friday, February 17, 2012

The Measure That Matters

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Is there any topic more discussed in ITSM circles than measurement? Between SLAs, response times, MTTR, average hold time, abandon rate, etc...
Friday, December 30, 2011

Should the Help Desk be the Place to Start IT Requests? Part 2

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In Part 1 , I questioned a fundamental assumption around IT services and how they are supported: that the Help Desk should be the place to s...
1 comment:
Wednesday, December 21, 2011

IT Is No Longer a Corporate Support Service. Are You Ready?

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If you are part of a corporate IT group, chances are you are struggling like I am with the concept that IT is a support service. It used to ...
Tuesday, December 20, 2011

Do Users Prefer to Contact the Help Desk? Should They?

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I've been thinking a lot lately about utilization of the Help Desk (Service Desk, whatever...), and how many of us in IT management cons...
2 comments:
Monday, October 10, 2011

Concerning ITers; Or, Being An ITSM Vendor Is Not For The Faint Of Heart

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We're looking at Service Desk toolset vendors. There. I said it. How many of you out there are bold enough to make that statement on a w...
2 comments:
Friday, August 26, 2011

"But" is an IT Cop-out

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"I'd love IT to be a driver of corporate growth, but we don't have enough resources to even maintain what we have." Have y...