This section contains some miscellaneous documents for your reference

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Supporting Documents

ITSMGoodness Tips

  • Overcome IT Lip Service to #ITSM by showing them whats in it for them.. and why the CIO believes in it…
  • Every minute that IT ping-pongs faults/incidents about, is expensive lost business time
  • Your communications style – and appreciation of others’ – is a key tool in resolving issues quickly
  • IT organisations  must function as a service supply chain – not a group of great technical teams
  • Its simple – fix it first time and fast, or better still, stop it failing at all.
  • The Service Desk Manager has to juggle 3 stakeholders – the SD team, the business/customers, and the rest of IT
  • Get your team to build a Code of Practise – to define goals, what we do + expected standards – great for teamwork + focus
  • Service success is about people – so make sure your IT Support people have the right range of people skills
  • Service Catalogue is not a single entity – its a number of views + presentations of the service structure + data
  • Service Desk don’t need 200 page manuals for a handover – just basic info on how to support the service
  • 3 simple tips to make processes effective – ownership, ownership and ownership
  • Visibility helps to get problems solved – so publicise your top 10 problems across IT
  • Why would you need more than 1 CAB per week? otherwise its formalised circumvention
  • Engage and listen to your customers – let them tell you their expectations in their own words
  • Build a structure of services based on business outcomes – use this to create other views and service documents
  • Invest in the Service Desk – its your shop window, customer contact and quality engine
  • Get Problem Management Working – its a game changer to stop firefighting and start adding value
  • Report on useful stuff – think customer and service and value, not IT and tech and silo
  • Get the whole IT Organisation involved – its not just the service desk and teamwork is essential for the IT supply chain
  • Change and sell the pitch – promote your success, be open and honest and keep selling your value
  • A glossy brochure version of your service catalog might help to sell the bigger SLM picture to the CIO + business