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Showing posts from December, 2013

Any real life examples of a Service Design Package?

I have been asked this question several times before and I actually blogged about it in 2011 (http://www.itsmprofessor.net/2011/08/service-design-package-sdp.html).   This is a tricky question because the SDP is merely a package of documentation that tells the “story” of a service, from concept to testing to deployment and beyond.   The documentation can take many forms, from documents, records, source code comments, electronic media

Each organization and each service will have different criteria, looks and feels to their SDP.   Apprendix A of the Service Design publication provides insight into the type of information that should/could go into the SDP.  My best advice is to avoid reinventing the wheel – leverage documentation that already exists (e.g., requirements documents) and capture information at the point where it is being determined or distributed.   Leverage the concept of the SDP as a vehicle for gathering better and more complete documentation.   Decide on a repository – wh…

Learning Best Practice Can Be Fun But Should It Be?

How would you describe having fun? When asked, many will describe the outcomes from having fun as a time when they feel most alive!

Educators from Kindergarten classrooms through college and career training courses will integrate blended learning techniques to increase the knowledge transfer and comprehension of concepts being taught. Some will say that is fine but making it “fun” is a waste of time; a luxury. Perhaps.Is it?Why not just learn the facts?Why should we attempt to have fun along the way? Left Brain; Right Brain Many in IT Service management such as engineers and IT staff have proven to be predominantly left brain driven.Great!This means they have natural ability to learn facts, have logical thoughts, see things sequentially and are very rational thinkers.These will do well on exams. Right Brain dominant individuals are more intuitive, see things holistically, and are great at synthesizing information.We can see then that both skill sets are required for a value driven servic…

Defining Business Benefit

In a previous blog I wrote about the need for a high performance Service Desk with the value proposition being reduced re-work, less down time, better utilization of higher cost resources (knowledge management), increased stability and predictable levels of IT services.  In order to deliver this value, we must effectively communicate goals and business benefits in a language that the business finds relevant and meaningful.   Consequently, metrics and reporting should reflect business outcomes and business needs.

IT Support Metrics Average speed of answer. First Call Resolution. Average Escalation Duration.Total # of incidents recorded by: Service, CI, Assignment team.IT Goal
Less down time, lower abandon rate, quicker speed of answer. Less down time, lower abandon rate, greater use of knowledge bases.Less Down time, predefined escalation paths, greater cooperation between technical resources.Precise picture of which services and Cis, having the greatest impact on the organization. Capture…

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