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IT Comic: Requirement Verification ~ ITSM Perfection
http://www.itsmperfection.com/2011/06/it-comic-requirement-verification.html
IT Comic: Requirement Verification. Image credit: Anna Chęć. Finding out about the true requirements is good. but not at the end of the project. Posted in: IT Comic. Sign up and get the ITSM Perfection newsletter and more good stuff! How to Create an SLA in 7 Easy Steps. How To Prepare a Backout Plan. 33 Ways to Successful Problem Management. Event Management Good Practices. How to Deal with Major Incidents. Quality of Incident Records. IT Comic: Incident Priority Setting. ITSM Weekly The Podcast.
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IT Comic: Incident Acceptance ~ ITSM Perfection
http://www.itsmperfection.com/2011/06/it-comic-incident-acceptance.html
IT Comic: Incident Acceptance. Image credit: Anna Chęć. If you see that an incident ticket is not accepted, following up might be a good idea. Posted in: Incident Management. Sign up and get the ITSM Perfection newsletter and more good stuff! How to Create an SLA in 7 Easy Steps. How To Prepare a Backout Plan. 33 Ways to Successful Problem Management. Event Management Good Practices. How to Deal with Major Incidents. Quality of Incident Records. IT Comic: Incident Priority Setting. ITSM Weekly The Podcast.
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IT Support - Small Team Edition ~ ITSM Perfection
http://www.itsmperfection.com/2011/11/it-support-small-team-edition.html
IT Support - Small Team Edition. One of the challenges of small IT teams, is how to cope with end user support, while continuing the main activities of the team. It applies to any small team. The challenges might be slightly different for internal IT teams and small IT businesses, but the key questions remain. Who should take care of it? How should the responsibility be assigned? And will never be able to get other things done. There are two ways this could be remedied:. Rotational support assignment;.
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10 Reasons Why SLA Implementations Fail ~ ITSM Perfection
http://www.itsmperfection.com/2011/11/10-reasons-why-sla-implementations-fail.html
10 Reasons Why SLA Implementations Fail. There comes a time where you want to take your IT maturity to the next level. So you take the challenge and decide to set up service level agreements with your business customers. Let's see what you and your partners should NOT do if you want to succeed. Image credit: © TheThirdMan - Fotolia.com. In your attempts to create service-oriented organization, if you:. File it and never look at it again. Project completed. Don't have a way to track and measure your KPIs.
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How to Create an SLA in 7 Easy Steps ~ ITSM Perfection
http://www.itsmperfection.com/2011/06/how-to-create-sla-in-7-easy-steps.html
How to Create an SLA in 7 Easy Steps. You might be wondering about an easy way to improve satisfaction of your users from the services you deliver. Well, you need to match their expectations and your ability do deliver. You can do it by creating a Service Level Agreement (SLA). You can always expand it later. Provision of IT sales system X to the company.". Find Out What You Can Measure. The next step is to determine what kind of service attributes can actually be measured by your team. This is a pra...
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Pitfalls of KPI Reporting ~ ITSM Perfection
http://www.itsmperfection.com/2011/06/pitfalls-of-kpi-reporting.html
Pitfalls of KPI Reporting. Ah yes, KPI reporting. We all love it, don't we? Well, it doesn't really matter if we do - we have to do it. Everyone in the business of IT Service Management is measured by a set of KPIs. People's performance is measured this way, process efficiency as well. There are some common pitfalls of reporting that you should be aware of and try to avoid. Numerous reporting consolidation sessions take place, taking away time from other important activities. This becomes purely individu...
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How to Support Customers of IT Startups ~ ITSM Perfection
http://www.itsmperfection.com/2011/11/how-to-support-customers-of-it-startups.html
How to Support Customers of IT Startups. Starting up a successful IT company is a dream of many. There are plenty of successful initiatives out there and many more will follow. The day the offer gets out on the market is critical. The customers, especially the early adopters, need to be served exceptionally. Today, let's focus specifically on B2B products and services and discuss how to set up a customer service function in a small, startup company. The team should instead opt for building a solid founda...
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How to Agree an SLA when There Is No Customer ~ ITSM Perfection
http://www.itsmperfection.com/2011/11/how-to-agree-sla-when-there-is-no.html
How to Agree an SLA when There Is No Customer. Image Credit: Andy Roberts Photos. How Is This Possible? This specific problem with agreeing an SLA. Is mostly experienced for company-wide services. No single department feels the ownership of the business requirements. Everyone uses them, right? No department can make decisions for the rest of the company. Service-based SLA with multiple service tiers. The next step is to agree, who within each of the departments will be eligible to each of the service lev...
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Event Management Good Practices ~ ITSM Perfection
http://www.itsmperfection.com/2011/06/event-management-good-practices.html
Event Management Good Practices. ITIL v3 has introduced events. Even though some time has passed, a distinction between events and incidents can still cause a heated debate. In this post, I will attempt to show you how you can benefit from incorporating properly into your ITSM processes. That means, you need to:. Take a careful look at various events which are generated and recorded in your IT environment. Determine which events need handling, i.e. come up with a set of conditions. Those three words brin...
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