Welcome back! To my American readers, happy Fourth of July later this week!
- EDUCAUSE Lists: Documenting procedures and policies (discussion thread)
- BrightTalk ITSM community: The Role of IT Leadership in Service and Support (webinar)
Chugging along for the week. With most universities in the middle of their summer sessions, the higher education ITSM world is a little quiet right now.
The Forbes article below should give every service provider a moment of pause. Are your service offerings evolving to meet changing business needs? Are you offering services that no longer serve your customers well (or at all)? Are you re-evaluating your service offerings on a regular basis to determine their continued need and viability?
Let’s get to our links:
A little over a month from now, Microsoft will release the latest version of its Windows operating system. Windows 10 is a significant step up from its immediate predecessors and bound to draw a lot of interest from end users. Because the upgrade will be free for a lot of devices, it’s a good idea for support organizations to get familiar and get ready.
Microsoft has provided several helpful presentations on Windows 10 changes and opportunities for IT organizations. These were made available during their recent Ignite 2015 conference. Here’s a few highlights to get a jump on the upcoming changes.
Welcome back! First, a quick note about the first HDI link below. This is a virtual conference link with content recorded during HDI’s annual conference in Las Vegas during March 2015. I watched several of the webinars made available and found much of the content useful and interesting. HDI did an excellent job of providing a selection of sessions to appeal to just about everyone in ITSM and customer support roles.
Time once again for a few interesting ITSM-related links. Some interesting additions for this week.
The HDI business case article listed above is of particular interest to any ITSM practitioner that’s working to either implement an ITSM system OR attempting to explain the value of one to senior leadership. We sometimes fail to explain the efficiencies of an ITSM system in business terms, or at very least forget to obtain buy-in from our business customers. The business case is one of the best tools to explain the value of supporting an ITSM initiative from both a leadership perspective as well as financial.
See you next week!
Recent news articles about Microsoft’s upcoming release of their business productivity suite, Microsoft Office 2016, indicate the company is rapidly catching up to Google Docs.
One of the key features of Docs — arguably its greatest advantage over Office — is the ability of many users to collaborate on documents in real time over the Internet. The ability to co-author and update materials in an interactive manner has been a real boon for productivity. Moreover, the ability to handle this in a familiar setting — a web browser — without a cumbersome setup or software installation process (namely SharePoint, grumble grumble) gives users enough incentive to overcome Docs’ inherent primitive features. Not to mention the price point. It’s hard to argue with free, right? Sure, except when you need those missing features.
On the other side of the fence, Office is generally the business go-to suite when you need to turn out documents requiring either better formatting or greater precision. Office apps provide a variety of feature-rich functionality that a web app doesn’t offer — even Microsoft’s own web-based Office 365 apps. The power behind the tools is an important distinction for an information worker.
I know in my own workflow, I’ll differentiate between the types of documents I work on in each tool. Google Docs has been my go-to platform when collaboration matters because my organization standardized on Google Apps/Gmail for everyone. It’s certainly handy, but I’m not about to write and share customer agreements or SLAs using Google Docs. Microsoft Word provides the appropriate tools for formatting and organization that are necessary for presentation of a business document.
So how does this shift in the capabilities of Office re-shape how businesses collaborate? Once we know the extent of these new features and their ease-of-use, we will be in a better position to re-evaluate their practical value. But we can be sure of one thing: if Office 2016 offers real-time collaboration that’s on-par with Google Docs, businesses will undoubtedly reap massive benefits.
Back again with some additional interesting ITSM and ITIL content in particular. The first link in this week’s list is especially interesting because of the various PowerPoint presentations generated by various university IT leadership teams to explain ITIL. For organizations looking at adopting the ITIL framework for processes and improvements, this is a real treasure trove.
One thing seems to be consistent with my link posts, namely that they seem to be inconsistent. Or maybe they’re more apt to appear on a monthly basis rather than weekly. In any case, I have extra interesting items to share this week. So let’s get to it!
The Penn State SMO link will be the subject of a future post. I’m a big fan of their simple but organized approach to a service management framework.
Welcome back! This week’s interesting ITSM-related links are heavily weighted toward education-specific topics, EDUCAUSE in particular. A nice selection of items, I think.
As always, please let me know if you find any interesting articles or links worthy of sharing or discussion!