According to my studies it is less than 20%, as users need on the average six (yes six!) attempts to solve a single problem. Do you know your numbers?
Let me first explain what I mean by ‘...
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What is the market share of your service desk?
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Seven habits of highly ineffective IT managers
According to that reliable UK source, The Sun, the last week in January is the most depressing of the whole year. We’ve got no money after Christmas, it’s the peak time for colds and flu, and the...
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Managing changes and their impacts on the business
Changes to IT systems and applications are driven by the business factors such as changes in business models (marketing, financial, revenue, credit, etc), changes in regulations, mergers and...
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The journey towards enterprise governance of IT
Here is my view of the development path that has led from corporate governance to IT governance to the enterprise governance of IT.
Corporate Governance began
In nineteen... -
Why don’t we ask the users?
It staggers me as I look at the development of our industry. The hype and trends. The way there is now a focus on business and IT integration, not alignment. ITIL V2 was all about alignment, ITIL...
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Reducing OPEX to fund innovation
IT is like a living creature under continuous evolution. The ability to head this evolution towards a permanent alignment with business operational and strategic needs is one of the most wanted...
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Lesser-spotted ITSM frameworks - 2
Here in the second of my series on Risk Management frameworks I’m going to look into OCTAVE.
OCTAVE Version 2.0 (2002-7)(Operationally Critical Threat, Asset and Vulnerability Evaluation)...
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Laissez-faire demand management in ITSM
A good capacity manager can do well for one dollar what any fool can do badly for ten (with apologies to Nevil Shute). The prime objective of capacity management is the provision of a consistent,...
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Building the body of knowledge for service management, part 1
I believe that it is high time that the IT community (consultants, educators, trainers, hardware, and software vendors) start cooperating towards building a sensible body of knowledge for service...
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Don't implement ITIL!
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What is a service catalog?
Organizations will have different levels of knowledge with regards to their understanding of what constitutes a service catalog. With respect to their level of knowledge and understanding of the...
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Is ITIL a good qualification?
Degree; MBA; MCTS; ACA; PMP………………
We are told from an early age we need good qualifications. And in a volatile world where careers span many organisations, the need for...
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Can OGC fix the fatal flaws of ITIL V3?
I finished my previous column just before the announcement of the new version, sorry edition, of ITIL. Now that OGC has announced that there will be a new edition, let’s try to estimate...
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I have a certificate …..trust me! I know what I’m doing
I was prompted to write this column as a result of a discussion on LinkedIn started by Sandeep Patwardhan. The discussion was ‘Which one is better ? ITIL certification or sound knowledge about it...
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The four fatal flaws of ITIL V3
Things made by humans are hardly ever perfect, except babies. But sometimes people create near perfect songs, paintings, houses or books, to name a few examples. Original itil (by itil by writing...
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Service Level Agreements are not enough
There are a lot of things that I'm interested in writing about, one of the bigger topics being "Cloud Computing". Unfortunately, we cannot start there. There's some important, foundational work to...
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Why a service catalog?
The failure of IT to show the value to the organization and its role in the achievement of business outcomes may leave IT vulnerable in the sense that it is seen as not being as strategically...
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Are you really doing IT financial management?
All organizations are budgeting and accounting for IT. Is this enough to say that they are really doing IT financial management properly? Read the opinion of our subject matter expert, Maxime...
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How to get good customer satisfaction results
I suppose one way might be to offer better service, but that is not what I am writing about in this column. Improving survey results is easy and people do it all the time. Unfortunately, many do...
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ITIL and Web 2.0
CSI, alongside with service strategy, is one of the most important components of ITIL. CSI deals with metrics that constitute the basis for the PDCA quality improvement cycle. It presents the...
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Luxembourg, LuxembourgStéphane Cortina is a R&D Engineer at Public Research Centre Henri Tudor (Luxembourg) since 2007. He holds a Master in Software Engineering from... -
Mark O'Loughlin is a senior consultant with IT Alliance Group (http://www.italliancegroup.com) and is a specialist in IT service management (ITSM)... -
Burlington, Ontario, CanadaWith over 25 years of IT and Management experience, Pierre Bernard is dedicated to the improvement and growth of IT professionals and organizations...
