Interesting ITSM Links for the Week

Welcome back. This week’s links deal with a variety of interesting topics for folks that look beyond just ITSM. The Information Week article listed below is of particular interest to leaders that think about the culture they encourage in their IT organizations. If you were a prospective employee, how would you react to the culture in your department?

Interesting ITSM Links for the Week

For most universities in the United States, classes are now underway. I would imagine most of my ITSM colleagues in higher education are quite busy with new students, new faculty, and new requests for service and support. Best of luck to everyone!

This week’s links are follow ups on topics explored previously on this website.

Best of luck with the week!

Interesting ITSM Links: Customer Service edition

This week’s links focus on the topic of customer service in a service delivery environment. Many of us in technology support understand that customer service is the province of more than just the service desk… everyone has some responsibility to be aware of customer needs and attempting to meet those needs. Customers get their service through our collective efforts, and providing the face of responsiveness, accuracy, and timeliness all demonstrate patterns of success.

See you next week!

Interesting ITSM Links: Problem Management edition

Problem SolvingThis week’s interesting links post is geared specifically around problem management processes. Does your IT organization have a problem management process in place? Do you track problems separately from incidents? How do you organize your response efforts to reports of problems?

These webinars contain some interesting discussion points. For organizations that struggle with managing problems and issue resolution, these may contain some helpful leads.

 

Interesting ITSM Links for the Week: Extra!

Lots of interesting discussions and ideas in the ITSM world this month. As a lot of IT groups in higher education prepare themselves for a new school year, many are taking the time to better understand how they organize, explain, and structure their services. This naturally spills into discussions of how these services align with competing business objectives. Take a look at some of the following interesting explorations in organizing these efforts.

See you next week!

Interesting ITSM Links for the Week

It’s hot and steamy once again in Washington, DC. These sorts of days make me want to alternately stay indoors and avoid the humidity OR get outside and enjoy the pool. Decisions.

This week’s selection of links is an interesting mix. Have a look:

 

Interesting ITSM Links for the Week

This week’s links are heavy on webcasts, but there’s lots of interesting ideas to be discovered. If you haven’t visited BrightTalk’s IT Service Management community, you’re missing a lot of other interesting topics. Check it out for yourself!

Interesting ITSM Links for the Week

This week’s selection of links includes an interesting discussion regarding password manager applications for general departmental use. Although the discussion linked below references repositories used by multiple people, it raises an interesting line of thought regarding individual users’ password security. A separate post on password security as it relates to ITSM will follow soon.