Interesting ITSM Links: Metrics edition

This week’s links focus on metrics and reporting. Happy Thanksgiving to my readers in the United States!

Interesting ITSM Links: Customer Service edition

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.

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: 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

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.