Need to remind your staff to log their tickets? Educate your staff on what to do when a customer calls them directly? How about a refresher on the difference between an Incident and a Problem? These email templates will help you get the word out quickly and painlessly.
One of your most powerful tools for aligning IT and business needs is a well crafted Service Level Agreement (SLA). Done right, it can get everyone on the same page, and go a long way toward mutual understanding and positive perception. Done wrong, well, it can't.
Since we began our HigherEd webinar series toward the end of last year, we’ve been looking for the most pressing ITSM issues facing the HigherEd community (One-Stops, Building a Successful Service Catalog, etc.). This month, we’re taking on an even bigger challenge: the Educause Top Ten - and what better place to start than with number one, “Hiring and retaining qualified staff, and updating the knowledge and skills of existing technology staff”.
I had a few conversations with a student in an ITIL Foundations class I was teaching recently. He was an IT Operations Manger looking to implement ITIL in his organization. He’d been shopping around for Service Desk software and reviewed the offerings from the usual suspects in that area. However, two significant obstacles stood in his way:
There’s a nasty rumor going around that ITIL concepts only apply to people who work in IT Operations. The truth is (and I can tell you this with a great deal of confidence having taught ITIL - Foundations through MALC - for almost 10 years), most people who take an ITIL course are surprised by how broad the scope really is. With that in mind, here’s a look at the roles (both in and outside of IT) that will find the most value from each part of an ITIL course.
Mistakes happen in every project. Anyone who tells you otherwise is lying to your face, which is rude. However, accepting mistakes as a part of life does not mean we all get a free pass to make the same ones over and over again. That would be dumb – and we’re not dumb. While it’s helpful to catalog our personal mistakes and lessons they taught you, there’s tremendous value in capturing those of our teammates, as well. That way, we don’t all have to slip on the same banana peel before someone gets up and throws it in the trash (not my best analogy, but you get the point). Here are some tips – and a free template – for capturing lessons learned as a team.
Imagine you’re sitting in a restaurant and someone has just approached you to take your order. You try to consult the menu and discover there isn’t one. You don’t know what to order, or what you’ll get. You only know that things are getting awkward, that whatever you pick won’t be very good, and that you’re going to write a really, really bad review of the place on Yelp.
So, Verizon joined the esteemed ranks of companies impacted by configuring their Amazon S3 bucket to public. These ranks include: Booz Allen, the National Geospatial-Intelligence Agency (NGA), the WWE, the Republican National Committee (RNC), and many others.
When I first started working at Beyond20 almost three years ago, I often found myself finished with my daily activities and ready to go home right around 5 PM.I shared an office with the doyenne (my new favorite word) of IT Service Management (ITSM), AKA the co-founder and President of the company, whose list of daily activities and obligations made my stupid list cower in comparison.