If you are heading IT Operations or Support Desk or IT in general, then you know that end user behavior has changed significantly and continues to change. This means, the Helpdesk implementer has to either implement effective and optimal solutions or get out of the way. For non-ITSM readers, let me define what is an SLA[…]
According to a survey, less than 5% of all Information Technology spending is allocated to end-user support. Interestingly, support drives customer satisfaction for ALL of Information Technology. According to MetricNet, 84% people surveyed believe that Service Desk is most important for customer satisfaction! Isn’t it strange? The above details that I’ve talked are about IT; however,[…]
As I read the funny quote, “Growing old is mandatory, growing up is optional”, I couldn’t stop thinking about how ITSM (IT Service Management) market segment has evolved. It started as a tool to log or track issues and then gradually grew as Helpdesk (both Incident & Problem Management) only to accommodate Change, CMDB, Asset,[…]
These days, talking about religions seem to be back in fashion. Jains talk about Jainism, Buddhists talk about Buddhism and so do the rest of other religious people. Every other person seems to be inclined to prove how his/her religion is superior to other ones. We have read and known to what extremes people have[…]
Charlie Brown in Peanuts cartoon: “Someday, we will die, Snoopy.” Snoopy: “True, but on all other days, we will not.” As simple as it may appear, the response seems to be profound and something which most of us take it as granted. Do we really think of doing something great, something different, every day when[…]
Last week, I got 7 calls in a span of 5 minutes asking me to call back immediately as there was a Severity 1 issue raised by one of our customer’s end customer. I was in a middle of another important meeting and couldn’t respond. After my meeting, I called up to enquire what the[…]
“How do we identify which tool do we need to work on?” asked a participant in a panel discussion on automation. I think same question; however, in different styles was asked at least 4-5 times. It was interesting to note that question, not because it seemed ‘great question’, but I couldn’t figure out why this[…]
In today’s world, it is not just about what glitters, it is rather what one can make truly glitter. Many of the startups seem to innovate and creativity seems to have flourished all over the world. Newbies seem to have charged up to do something different (definition of “different/disruptive” also seems to have changed though)[…]
Since ever we have started ITSM consulting, we must’ve shared umpteen times how important, useful and process oriented all its modules are; with our customers. Since we implement it day in and day out, we leverage the best practices and try to identify the customer trends on tool usage. At a high level, an ITSM[…]
I believe that an organization is defined by characteristics that it has developed, or on which it is based on. Every good organization has its own set of characteristics in place. I came across a nice article by Devdutt Pattanaik in ET that provided a good insight on detailing how ancient organizations had defined Mantra,[…]
