I have applied ITIL Service Management methodology extensively in my previous and current work capacity. Both organizations face the same pressing problem – staff are continuously firefighting and customer satisfaction is close to ZERO. Customers are so used to IT incompetencies that they either find their own solutions outside or they just live with it. In both organizations, the root cause of continuous firefighting (instead of continual improvement) is rampant unmanaged changes made to the IT infrastructure. Read on to find out the 3 basic rules of ITIL framework implementation and my real life experience in building up the framework from scratch.
Posts Tagged ‘ITIL’
August 20th, 2009 Posted at Operations Management
Change Management, Change Manager, ITIL, ITIL Implementation, ITIL Service Management, ITIL Service Manager, ITIL Success Story
| No Comments
| No Comments
April 22nd, 2009 Posted at Operations Management
Change Management, communication, incident management, incident report, ITIL, ITSM, Operations Management, Report Writing, Stakeholders | 2 Comments
| 2 CommentsIncident report is an important communication tool to keep all stakeholders aware of disruptions in a production environment. Timely report gives people the confidence that their business is in good hand.
After a disruption of service that impacts business operations and performance, a customer would be keen to know if the IT team has taken steps to avoid recurrence. An incident report will provide information that give the customer assurance that their interests are being taken care of.
Click to continue reading “Increase customer satisfaction with good incident report”
April 7th, 2009 Posted at Operations Management, project management
Change Management, ITIL, Operations Management, project management, service management | 11 Comments
| 11 CommentsAn auditable and “performance metrics-loaded” change management process helps managers maintain control over their operations and projects. The ability to manage change effectively brings about stability and thus freeing up resources for innovations and skills upgrading.
I will discuss various aspects of change management over several articles. Follow me over the next few months as I attempt to break down change management into easier bite size for your understand and application.
Click to continue reading “Getting started with Change Management”
