This week’s interesting links share the common theme of change and progression. Because change is an inevitable aspect to how we manage service offerings, the workforce, and the service lifecycle, it’s similarly important to think about the reasons for change. The ZDNet article regarding the proposed merger of Dell and EMC is a timely reminder of how changes to organizations (service providers and customers, alike) have a material impact on our environment.
There were a number of interesting webinars online this past week discussing elements of Continual Service Improvement (CSI). For practitioners of IT service management, we are aware of the need to evaluate, adapt, improve, replace, and sometimes retire services. The concept of CSI allows an IT organization to evaluate needs and offerings at every step of the evaluation, design, transition, and operation phases of a service’s lifecycle. Even the CSI process itself is subject to its own continual improvement efforts.
Enjoy the following discussions of CSI, its impacts on ITSM, and how it can be used to ensure your IT organization is meeting the needs of your business.
- BrightTalk: CSI in Service Management (webinar)
- BrightTalk: CSI: Addressing the Challenges of ITSM (webinar)
- BrightTalk: Unlocking Your CSI Potential… Making CSI a Part of the Day Job (webinar)
- BrightTalk: CSI – Process? Function? Culture? (webinar)
- BrightTalk: A Means to Beginning CSI – The CSI Register (webinar)
This week’s interesting links include two webinars geared toward services management and support in a higher education context. See you next week!
- BrightTalk: ITIL Dead? Think Again! (webinar)
- Pink Elephant: Implementing IT Service Management – The Aftermath! (webinar)
- BrightTalk: Combat Higher Education Support Challenges Through Collaboration & Consolidation (webinar)
- EDUCAUSE Groups: Knowledge Bases on Web Portals (discussion thread)
- BrightTalk: Higher Ed Col – How to Build Respect for your Higher Ed ITSM Program (webinar)
Welcome back! This week’s interesting links have an emphasis on the service desk. The EDUCAUSE discussion thread on extending hours of support is a great conversation among several universities regarding how they’ve increased their hours of support through a variety of means.
- EDUCAUSE Groups: Extending Support Desk Hours (discussion thread)
- BrightTalk: Service Desk Best Practices (webinar)
- Baseline: Aging Systems Impair Contact Center Performance (article/listicle)
- BrightTalk: Agile SM: Using Agile & Scrum Concepts to Improve Any IT Service (webinar)
Recently, I ran across a fantastic article by David Marquet, former commander of the USS Santa Fe. If you’re in a position of leadership, particularly in an IT support environment, do yourself a favor and set aside 10 minutes of your day to read it.
Reading this article got me thinking about how employees in a support environment are empowered to solve problems. And I mean actually solve problems, not merely take information and forward it to another tier for resolution. How do you know when your staff have the proper tools, training, and access? How do you know when the assignment of these role-based responsibilities is translating into positive change for the customer?
In a service provider’s organization, it’s helpful to understand the tasks your service desk are asked to accomplish. If you desire to reduce the number of contacts required to resolve an issue, perhaps you should consider the role of the service desk with respect to their access. Are there items currently assigned to a higher tier that can be resolved by a service desk staff member, either through training or by automation of the task? If you desire to improve customer satisfaction rates for the service desk as an entity, perhaps you might look at what limitations, policies, or other barriers might be in place. Are these preventing the service desk from tailoring itself to the needs of customers?
This is not to say that we, as service managers and owners, should not balance these things against IT and operational concerns. As part of a CSI process, an IT service provider should be looking at these things on a regular basis with an eye toward changing whenever necessary or appropriate.
It’s Customer Service Week! What a fantastic opportunity to think about how IT organizations handle the needs of their users. This week’s interesting links discuss several topics in and around serving the needs of customers. The EDUCAUSE discussion link listed below is an interesting conversation between several university IT service professionals and worthy of a few moments of thought.
- EDUCAUSE Groups: Metrics Question: First Level Resolution Rate (discussion thread)
- Baseline: Business’ Holy Grail: A Great Customer Experience (online article)
- HDI/Everbridge: IT Incident and Disaster Alerting: Improving MTTR Through Communication (white paper, registration required)
- Baseline: Organizations Embrace Customer Experience 2.0 (online article)