My Writings. My Thoughts.
In my role at Vigilant (my former ITSM consulting firm) as both a consultant and an executive I have had the opportunity to interview hundreds of operational IT managers and directors. In most cases the number one metric they were managed by was “Availability” or “System up-time”. What turns into a very interesting dialogue is when you […]
So you finally got a chance to look at your customer surveys. Disappointing aren’t they? After all the coaching, training and process for your support desk, your customers are still complaining. What’s the deal? you say to yourself. “I thought if we put this Service Management process stuff in place customers would be happy, at […]
Service Level Agreements - SLA’s. For those who have been able to develop them with metrics that are meaningful and achievable, theylove them. For everyone else, they are a nightmare. What makes a good SLA? In my experience, it takes very little to make a good SLA. First, it needs to be understandable. If you don’t understand the […]