General ITSMGoodness

Summary

This section contains some miscellaneous documents for your reference

Supporting Documents

• Customer Interview Forms
• Fast logging tick sheet
• Incident Co-ordinator Role
• ISO 20000 overview
• ITIL and the downturn
• ITSM structure and roles
• Job description – Problem Manager
• Job description – Service Delivery Manager
• Problem Manager Role
• SAMPLE Complaint Handling Procedure
• SAMPLE Service Management Overview
• Sex and the CMDB
• Social Media + ITSM
• Staff Survey Forms

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