While BYOD and broader consumerization trends may be turning the corporate IT world upside down, such factors have long been a reality in the campus IT environment. But that doesn’t mean that university IT departments are immune to the changing expectations of today’s empowered device owners.
Tag(s): case study, byod, desktop support, service desk, security management
Date Published - Last Updated 8 Years, 34 Days, 12 Hours, 44 Minutes ago
Whenever there’s a one-to-one relationship between release and change management (i.e., one release for each change), it makes sense to combine the change and release workflows. As a combined process, change and release are easier to manage, and there’s less chance of slippage between the two...
Tag(s): change management, ITIL, release management
Date Published - Last Updated 8 Years, 34 Days, 12 Hours, 22 Minutes ago
Technology and technology people are strange and fickle. We like to play with our toys and “techy things.” We like to use models, frameworks, and systems (each with its own landscape and jargon). We spend a lot of time agonizing over and then eulogizing “management,” “processes,” and...
Tag(s): continual service improvement, ITIL, ITSM
Date Published - Last Updated 8 Years, 34 Days, 12 Hours, 4 Minutes ago
Customer experience management (CEM) is a strategy that focuses the business on managing all interactions with a customer throughout his or her entire experience with a product or service. The ideal customer experience is one in which the business communicates its vision, distinguishes its...
Tag(s): customer service, customer experience, continual service improvement
Date Published - Last Updated 8 Years, 34 Days, 12 Hours, 3 Minutes ago
If your service desk already has a great set of processes in place, good news: with just a little effort, you can reuse many of those same processes to optimize and improve your knowledge management program! After all, reuse is one of the main principles of Knowledge-Centered Support (KCS)....
Tag(s): KCS, KM, knowledge management, metrics and measurements
Date Published - Last Updated 8 Years, 34 Days, 11 Hours, 40 Minutes ago
In the mobile world, employees, customers, and IT staff expect to work from anywhere. It’s about freedom of location, device choice, and productive applications. As such, business services must have the capacity to deliver support to mobile devices and their users as well as the ability to...
Tag(s): it governance, mobile device support, mobility, security management, support operations
Date Published - Last Updated 5 Years, 254 Days, 17 Hours, 43 Minutes ago
Our obsession with the service catalog—just one among many ITSM tools, modules, or capabilities—is over five years old, and it seems every IT organization has either decided or been told that the service catalog is an absolute must-have. However, in my opinion, it’s best to look back before we...
Tag(s): tools, support operations, support center, service level management, service catalog, IT service management
Date Published - Last Updated 8 Years, 34 Days, 11 Hours, 44 Minutes ago
Nationwide Insurance began its ITSM journey in 2002, starting with change and incident management. With full executive support, a dedicated process staff, and shared objectives across all of IT, the program was a huge success, and we realized as much as a 75-percent improvement in availability...
Tag(s): governance, ITSM, problem management, process management, incident management, configuration management, release management, service level management, continual service improvement, case study
Date Published - Last Updated 8 Years, 34 Days, 12 Hours, 17 Minutes ago
Process frameworks and standards are a guiding light in helping you define processes and assess their maturity, but they won’t lead you to the process Promised Land! These frameworks and standards provide little guidance with regard to process definition, and without defined and documented...
Tag(s): ITIL, process, practices and processes, process management
Date Published - Last Updated 8 Years, 34 Days, 12 Hours, 16 Minutes ago
If you agree with ITIL, successful service management is the result of “an appropriate mix of people, process, and information technology.” While ITIL is touted as a systematic approach that treats all three components equally, in practice it often focuses more heavily on the process side....
Tag(s): ITIL, leadership, process management, people, workforce enablement
Date Published - Last Updated 4 Years, 345 Days, 17 Hours, 30 Minutes ago