Getting the ITSM Basics in Place, Part 1: Incident Management

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Published: Wednesday, July 21, 2021 15:34

Get ITSM Basics in Place Part 1By Ed Caufield, Distinguished Alumni and
Lonnie Sanders III, Associate

Pop quiz: What’s the most important reason to put IT Service Management (ITSM) in place? Because you want to…

A. Transform your organization from a reactive operational team to a proactive customer-focused team
B. Start using repeatable processes to deliver services more efficiently to your end users
C. Create visibility and transparency for both end users and IT services leadership
D. Uncover hidden problems
E. Increase customer satisfaction

Answer: Any of the above! These are all key benefits of ITSM. Which one is “most important” depends entirely on your organization’s needs and goals.

Read more: Getting the ITSM Basics in Place, Part 1: Incident Management

Does IT Service Management Matter?

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Published: Tuesday, July 06, 2021 07:00

Does IT Service Management MatterBy Ed Caufield, Distinguished Alumni
and Lonnie Sanders III, Associate

There’s a great quote from the cult movie Matrix: “There’s a difference between knowing the path and walking the path.” As our experience working with a recent client, a $1B service company shows, this truism certainly applies to the realm of IT Service Management (ITSM). Here’s what happened…

The company’s IT management had called us in because they were growing increasingly frustrated with what they assumed was a broken help desk. The problems they were seeing included late tickets, incomplete tickets and aging tickets not being worked on. Major issues were not being properly escalated and their “VIP” customers were not receiving any special treatment. In sum, the entire help desk function was wildly inefficient, extremely unproductive and lacking transparency to the issues or trends at hand. Not surprisingly, customer satisfaction was low and going lower.

Read more: Does IT Service Management Matter?

Should You Be in the Cloud? Maybe…Maybe Not

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Published: Thursday, April 01, 2021 13:16

Should You Be in the CloudBy Rameysh Ramdas
Associate

Back in the early 2010s I was working at Agilent Technologies, a spin-off from Hewlett Packard, as an IT Integrating Manager. At the time Agilent was running their human resources on PeopleSoft. Because HP had been an early investor in PeopleSoft, we had been grandfathered in at a deeply discounted rate. However, our Vice President of Human Resources had taken a fancy for the newer, cloud-based solutions. “Take a look at this, Rameysh,” he urged. “Let’s move forward with it!”

It didn’t take much looking for me to come back to the Vice President and say no. Because of the deeply discounted rate we were paying for our on-prem PeopleSoft system, moving to the cloud would have increased our costs more than tenfold! Given the fact that our existing software was meeting our needs, this just didn’t make sense, especially for something as non-revenue-producing as a human resources system.

Read more: Should You Be in the Cloud? Maybe…Maybe Not

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