Why do organizations leave JIRA? (Part. 1)
Is your Service Management platform the right fit for your IT? Let's take a look at why organizations regret migrating to platforms with pretty outer shells and no ability to scale with their IT maturity.
Need a little Sunshine?
As humans we need to sun not only to exist, but to thrive. We use it to grow food, but we also use sunshine to alter existing ways of thinking, mainly energy generation. That is exactly what Zendesk is doing with Sunshine Conversations, altering the ways we previously handled customer experience.
More Pieces, More Problems?
How do you prioritize, categorize and and group the pieces in your life, and how can you make those pieces fit?
My Take on the Turkey Goodness
Need a recipe for success? Check out how I throw down a smoked turkey and throw back a few while we enjoy Thanksgiving!
Is Working from Home the new Normal?
IT departments scrambled to enable and support workers being at home. Now that processes and tools in place, will it last? Are there benefits to working at home versus going into an office?
Things Consultants HATE – Conference Call Edition
This week we'll dive into one of the things consultants despise most when connecting with clients, crappy conference room phones.
Ensuring Your Service Desk Provides a Great Experience!
Do you want to know a trick for how you can have your Service Desk deliver a great experience to its customers? It's quite simple, deliver a great experience to your Service Desk.
Wasting Time in the Big League…
When you're playing to win, when money is on the line, how much time do you have to waste?
The Last Person I’d Call…
Perhaps, what is meant as a derogatory comment should be looked at as the ultimate compliment.
Remembering Dag
Dag Hammarskjöld, second Secretary-General of the United Nations, spoke a simple truth. It is worth revisiting it now.
Gathering Meaningful Feedback
How well are services being provided from my Service Desk? Asking yourself that question is the easy part, finding out the answer is a lot more work.
Loving Your Customer Is Most Important
Jesse Cole, the owner of the Savannah Bananas, has the right idea. How does your consulting partner treat you?
We’ll Make It Fit!
In this high-tech world, sometimes you need to put down the sledge hammer and pick up a small bottle of finesse...
I Will Be Of Service
Favors and fealty play just as much a role in a consultant's life as in John Wick's. Just be sure that you're ready to cash that check when it comes due...
When Little Words Matter
It pays to think carefully about wording when you document systems. It is too easy to give the opposite impression if you use the wrong word.
Room to Grow with Your Son
Spending an evening with your son is great and all, but have you ever dedicated a whole week to him, one on one?
Can proper UAT prevent the “Bad Tattoo Regrets”?
A second set of eyes can be crucial in making sure that you don't make a mistake that's hard to take back.
Keep It Simple!
We all have the habit of overcomplicating things that can be relatively simple. Just because you think something should be complicated, doesn't necessarily mean it has to be, or at least to the end user.
You’re going to Ivanti’s Interchange ’19, right?
It only happens once a year - Ivanti's Interchange. If you've never gone (or even if you have gone before), you owe it to yourself and your organization to attend.
Ivanti Service Manager on Date Night
You should always feel secure in your relationships, no matter who the partner is...
What’s your Service Desk fitness level?
In a world where everybody expects 100% from your support team, shouldn't you remove the external factors that limit performance to only 75%?
Slowly dunking away…
Ever feel like you've been to the well hundreds of times, yet nothing refreshing comes from it? That's the time you should reach out and use a consultancy.
The First Last Piece of the Upgrade Puzzle
Growing older (and wiser) happens to organizations, too. Make sure that you incorporate this wisdom into your core policy documents so that you're not held back by yesterday's beliefs.
If it ain’t broke, don’t fix it?
You have probably heard the old saying "If it ain't broke, don't fix it". However, that is not the best philosophy to follow in IT.
The Ol’ Ball-n-Chain
When upgrading from one Service Management system to the next, how do you deal with the data housed in the original system? There are many approaches, but one in particular is almost always the wrong one.
ISM Makes Problem Management Easy!
Debating on implementing Problem Management? Worried that it’s too complicated? Did you know that Ivanti Service Manager (ISM) has a great and easy to use Problem Management Module?
Navigating the Scope of a Contract
Your customer purchased "Plan A" but clearly believes that they're entitled to "Plan B," namely because 'the salesman said so.' How do you reach a happy compromise?
Road Trip to Customization City
Overkill in the name of doing what's got to be done is a common situation. But should you be partaking of this particular vice?
Think about your Customer Survey
Utilizing a customer survey tool can bring you a wealth of information... If you use it right.
The Upgrade Imperative
Retro may be fashionably cool these days, but you should never let your software get out of date.
Do you own your Processes, or do they own you?
Many companies out there do things for certain reasons. Some, out of pure necessity. Other's, because "that's how it's always been done". Maybe it's time for a review.
Dealing with the Deadline
Managing expectations, particulary around deadlines, is one of the hardest parts of a consultant's life. Make sure that you're out in front of it, or it will sneak up behind you.
Listening to Customers is Key
How well do you listen to your customers, and why do I have a picture of burger and fries in this blog?
Why Customer Experience can make or break an ITSM implementation
What can we do as IT professionals to improve the CX (Customer Experience) of an ITSM implementation? What are our customers craving?
Before Automating Your Company’s Processes, Find Ways to Improve Them
Check out this awesome article by Thomas Davenport & David Brian!
- "Companies need a good understanding of both their existing business processes and the new processes they want RPA to enable before implementing the technology"
- "Companies need a good understanding of both their existing business processes and the new processes they want RPA to enable before implementing the technology"
Thanks Ivanti!
Whatcha gonna do when the coolest software company sends you a box of swag that includes a wall sign made of pure gold??? @GoIvanti! @Ivanti #ITSM #BeatServiceNow
Are you Immune from Job elimination?
It's interesting to me why people would spend more money (mostly for shipping) at Amazon if Walmart/Target, et al have the same item. Which, begs the statement, "there are two kinds of people in this world.."
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