In ITIL and ITSM, it's mission-critical that everyone has a clear understanding of their roles, responsibilities, and how this aligns with business objectives and Key Performance Indicators (KPIs).
One way for IT leaders and CIOs to manage and monitor this is using a Responsibility Matrix, also known as a RACI Matrix. Another way to describe this is a Linear Responsibility Chart (LRC).
In the software and IT sector, software companies and IT help desks and service centers manage customer relationships and expectations using Service Level Agreements (SLAs).
Service Level Agreements are integral to the smooth running of relationships between IT help desks and Software as a Service (SaaS) companies, cloud-providers, other technology vendors, and customers.
Businesses and organizations constantly need to monitor performance and identify areas of improvement. Maturity models are a tool, often used in IT departments, customer-centric organizations, and software companies, to measure the success of management processes, styles, and IT systems.
In this article, we are focusing on the use of the following maturity models in companies' operations:
When customer service or success teams are managing hundreds or thousands of customer queries every day, a collaborative inbox can be an advantage.
Instead of an email message going to individual customer service agents and managers, everyone shares the same inbox. Working together collaborating to solve customer problems is a big advantage.
The ITIL Guru sat at his desk, looking over the latest monthly IT performance summary. Since he was the Continuous Improvement Practice advisor, he tried to make sense of it. The phone rang.
"Good morning. How may I help you?"
"Hi, Guru. I am the new CIO, Bill. I met with the executive board today. After investing in an ITSM (IT Service Management) tool and ITIL 4 Foundation training, the board is concerned that our IT performance has not significantly improved. I understand that you came to our company with a lot of ITIL experience. Do you have any insights?"
"I was reviewing the performance summary when you called. You are right, and the reports do not show a significant change. There is only one reason for such an overall result. We have not fully embraced ITIL through roles and responsibilities."
The ITIL Guru sat at his desk, looking over the latest additions in the Continuous Improvement Register (CIR). As a CIR review board member, he liked what he saw -- more IT staff contributing improvement ideas, making him feel good about the progress. The phone rings.
"ITIL Guru. How may I assist you today?"
"Hi Guru, this is Betty. I want your help. The CIO asked me to come to her office tomorrow. She wants me to take over the role of practice owner for Service Level Management (SLM). Since the previous owner did not communicate very often to IT, I don't know what the practice does or accomplishes. Can you give me your expert opinion about the role of SLM?"
"Betty, I am always happy to help explain ITIL.
The ITIL Guru sat at his desk, looking over the latest additions in the Continuous Improvement Register (CIR). As a review board member, he liked what he saw. More and more IT staff contribute improvement ideas, making him feel good about the progress. The phone rang.
"ITIL Guru. How may I assist you today?"
"This is Michael. The CIO requested that I come to her office tomorrow. She wants me to take over the role of Change Manager. Her text does not appear clear about the new Change Enablement practice. Can you help me to make a good impression?"
The IT Infrastructure Library, abbreviated as ITIL®, is a library of guidelines that were first introduced by the British government's Central Computer and Telecommunications Agency (CCTA) during the 1980s that outlines a complete list of best practices to be adopted for delivering IT services. The guiding principles listed in ITIL have undergone several revisions over time after they were first introduced and currently include five books, each dealing with different aspects of IT services, with one unit of the ITIL System focusing on the 7 guiding principles.
Help desk technician is a job that does not seem to be talked about enough. It is an essential position in any business, and it is not going anywhere anytime soon. Those in these positions often work in the IT department of an organization but can also be employed by a software company or other vendors that sell computer-related products and services to businesses.
The troubled Service Desk manager called the ITIL Guru and asked to see her right away. When he arrived, he had a panicked look on his face. The ITIL Guru calmly asked, "What has got your feathers ruffled?"
The manager said, "I just received an email from the CIO asking about my department's metrics. He says that they don't look great compared to top service desks. Before I respond, I wanted to get your opinion."
Newer Entires 1 2 3 4 5 6 Older Entries
