Skip to main content

Quick Wins

Not too long ago we discussed John Kotter’s Eight Steps towards Leading Organizational Change.  The sixth step outlined the necessity of establishing Quick Wins.  As IT Service Management professionals we need to show upper management service improvements within a short time frame.  We also need to get our IT staff on board with the ITIL program and what better way than showing benefits quickly.  I have outlined 10 quick wins, some are for those who are just starting their service improvement journey, and some are for those at a higher maturity level.

To help illustrate this, we are going to try something new.  The ITSM Professor would like to solicit your opinions and success stories on Quick Wins and IT Service Management improvements.   We may publish your stories in upcoming blogs on topics such as
  • Recording every Incident and Service Request
  • Defining  models for your frequently occurring Incidents
  • Starting to create a Standard Change library
  • Producing trending reports of Incidents and Service Requests
  • Performing Trend Analysis on most frequently occurring Incidents
  • Identifying a Pain Point / Issues meeting with your business stakeholders
  • Following up on the issues meeting periodically to revise priorities
  • Establishing a regularly scheduled CAB meeting
  • Training the Service Desk to answer the phone professionally
  • Communicating, marketing,  advertising, and communicating your ITSM program
Again, we would love to hear from you.  Share with us your success stories, your service improvements, even some of your failures.  We can learn much from our peers!  Thank you in advance for your participation.   

Comments

Popular posts from this blog

The Four Ps of Service Design - It’s not all about Technology

People ask me why I think that many designs and projects often fail. The most common answer is from a lack of preparation and management. Many IT organizations just think about the technology (product) implementation and fail to understand the risks of not planning for the effective and efficient use of the four Ps: People, Process, Products (services, technology and tools) and Partners (suppliers, manufacturers and vendors). A holistic approach should be adopted for all Service Design aspects and areas to ensure consistency and integration within all activities and processes across the entire IT environment, providing end to end business-related functionality and quality. (SD 2.4.2) People:   Have to have proper skills and possess the necessary competencies in order to get involved in the provision of IT services. The right skills, the right knowledge, the right level of experience must be kept current and aligned to the business needs. Products:   These are the technology managem

What Is A Service Offering?

The ITIL4 Best Practice Guidance defines a “Service Offering” as a description of one or more services designed to address the needs of a target customer or group .   As a service provider, we can’t stop there!   We must know what the contracts of our service offering are and be able to put them into context as required by the customer.     Let’s explore the three elements that comprise a Service Offering. A “Service Offering” may include:     Goods, Access to Resources, and Service Actions Goods – When we think of “Goods” within a service offering these are the items where ownership is transferred to the consumer and the consumer takes responsibility for the future use of these goods.   Example of goods that are being provided in the offering – If this is a hotel service than toiletries or chocolates are yours to take with you.   You the consumer own these and they are yours to take with you.               Note: Goods may not always be provided for every Service

What is the difference between Process Owner, Process Manager and Process Practitioner?

I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you. Roles and Responsibilities: Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance. Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables.  An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and th