Following on from my last IT Benchmark blog on Incident Classification Categories, this time around we are going to look at Knowledge Management and Reuse with statistics, benefits, and advice on how to implement a Knowledge Base.
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Sometimes people ask me which service management process they should implement first, or which process is the most important. They probably expect me to give the typical consultant’s answer of "it depends", but I don’t because there is one clear and obvious answer. Every IT organization that wants to implement service management should start with continual service improvement (CSI). (Yes, CSI doesn't always mean Crime Scene Investigation!)
I’ve never come across an IT organization that does nothing at all to manage their IT services. They all manage incidents, changes and releases, and they all monitor the infrastructure and design new solutions to meet business needs. I have carried out ITSM assessments for organizations that insist they have no capacity management or availability management, and discovered that technical staff are actually doing most of the required work, they just haven’t formalized the process and they don’t measure and report what they are doing.
On the third day at Pink14 I was fortunate to have a much better opportunity to chat with delegates and attend more sessions, which gave me great insight into some of the challenges and struggles attendees are currently dealing with.
One theme that seemed to keep appearing was that no matter what the specific problem was that someone was dealing with, the stumbling block was people. This was heard throughout the presentations too, that ITSM is becoming less and less about tools and processes and increasingly more about the people.
Monday, Feb 17th – Steady streams of visitors to the SysAid booth continued on the 2nd day of Pink14. What a thrill to get such fantastic feedback, not only on what we offer as an IT service desk tool, but also in regards to our physical booth. Several exhibitors even approached to take pictures of our booth and ask for details on our booth designer…for that, we’re honored and thankful to our internal art department and Quadrant2Design.
Additionally, keeping with the IT superhero theme of the conference, a big shout-out must go to our lovable Joe The IT Guy who is indeed our special IT hero. The kissing and hugging and photo-shoots with Joe don’t seem to be slowing down…maybe he’ll even get a billboard in Las Vegas before this is all over :).
Sunday, Feb. 16th – Along with my Dream Team, wake-up time was early, Yes, we’re in Las Vegas but I didn’t really care what everyone was doing the night before because we are first-time exhibitors at the Pink Elephant show and I wanted to be sure that we would be 100% ready when the exhibition doors opened at 5:00 pm.
Needless to say, we were more than ready, and absolutely amazed by the throngs of people passing through the aisles and by the positive and enthusiastic reaction to our booth/presence at PINK14.
We're launching a new initiative "The IT Log," a video collaboration challenging IT professionals to show the world what they really do. The IT Log invites all IT pros (or appreciators) to submit 90-second ‘day-in-the-life-of’ videos through our iOS or Android app.
The videos will be compiled into a crowd-sourced documentary in time for System Administrator Appreciation Day on July 25, 2014, and $4,000 in cash prizes will go out to the top five submissions.
After experiencing a lull during the holiday season, the conference and exhibition circuit is back in action. In fact, just this past month, the 2014 International Consumer Electronics Show (CES) posted its largest and best show to date, hosting 32,000 exhibitors and 150,000 attendees.
Attending a conference is a great opportunity to network with others, learn new things and best practices, investigate new products, and strengthen existing relationships.
For those of you in the ITSM sphere, there are several very popular and large conferences happening in the upcoming months – Pink14 in Las Vegas on Feb 16-19, HDI in Orlando on April 1-4, followed by The Service Desk and IT Support Show (SITS) in London on April 29-30.
If you're planning on attending any of these (or others), you should consider the following 10 tips to help you prepare:
There's no doubt that today's 21st century customers are in the driver's seat. Not only do they have higher expectations than ever before, but they have no qualms about ditching their current provider for the competition. And with the cost of acquiring a new customer far exceeding what it costs to retain an existing one, it's critical for businesses to provide world-class customer service.
For some companies, however, this is often easier said than done. With the large number of communication channels available for consumers to connect with businesses, it can be difficult to quell every customer complaint. Yet, if businesses follow the Golden Rule – treat others how would you like to be treated – and these top five tips, customer service can be made easy.
Here we go...
Did you get a chance to look at the new Announcements feature in our latest release?
The new SysAid UI launched in SysAid 9.1 introduced many improvements to the user experience, including a more organized menu layout (with new permissions system per menu item!), better usage of page width, and one structured page for all Settings..
But on top of all that, I think the new Announcement feature is absolutely the best. It’s right on the top menu bar, in a bright green color that stands out so you can’t miss it. This is the place where all important messages appear for the IT administrator(s). In previous versions, the messages used to show up in three different places, depending on the message type. With the new Announcements feature, all messages are now showing in one location - visible anywhere within SysAid - and all admins on the system are instantly updated when a new message is posted.
Few IT organizations are really good at problem management; it is often only used for managing the aftermath of major incidents. I think that one of the reasons for this is confusion in the way we distinguish incident management and problem management. We could do a much better job if we changed how we think about these concepts.
I see two big issues with the way we currently define incident and problem management.