“ITIL Doesn’t Work!”

“ITIL doesn’t work!”

Have you ever heard someone say “ITIL’s rubbish, it just doesn’t work”, or something to that effect?

I was talking with a client recently and they said something very like this, but went on to explain that previously ITIL was seen as an end in itself in their organisation, whereas now they’ve changed their focus so that it is a means towards an end, helping to achieve a vision of providing the best experience for IT’s customers. They had found that this change had been liberating and effective for both management and staff alike.

This sums up Silversix’s observations made over years in management and consultancy: ITIL can be a very successful tool, but you have to be clear on why you are wielding the tool (i.e. what you are trying to accomplish), and how you’ll know when/whether you’ve been successful.

Continue Reading
How To Do IT Problem Management

How to do IT Problem Management

IT departments often stumble at the first hurdle with ITIL/ITSM style Problem Management. This can be for a variety of reasons, including:

  • Lack of a Problem Management module in their ITSM/Service Desk toolset.
  • Lack of ownership.
  • Lack of faith in the value of Problem Management.
  • Biting off more than they can chew.
  • Not knowing where to start.

Not every IT department has the resources to go 100% at Problem Management from the outset. But there are ways to address all of the above and start down the path of Problem Management without having to do vast amounts of work. Read on to find out how.

Continue Reading
10 Ways To Reduce Post-go-live IT Support Headaches

10 ways to reduce post-go-live IT support headaches

You’re implementing a new IT service and keeping IT’s customers satisfied from the start is vital. Your reputation and the reputation of IT is riding on it. A lot may have gone into preparedness, customer training, testing… but things will still go wrong.  Customers will still have requests, experience faults or just have questions. This means that post go-live IT support is critical to keeping customers happy.

Here’s some things to consider getting in place to increase the chances of being able to provide good post go-live support for the new service and to minimise business disruption:

Continue Reading
9 Ways To Reduce IT Incidents

9 ways to reduce IT incidents

Every time there’s an IT incident, no matter how big or small, there’s an impact on business productivity and on IT’s reputation. I’m therefore a big believer in the mantra that the best way to improve IT support is to reduce the need for support in the first place. By pro-actively reducing incident volumes, you increase customer satisfaction with IT services, reduce support costs, and free-up IT staff to do work that’s more rewarding than firefighting.

So, what can you do to reduce IT incident volumes?

Continue Reading
36 Questions To Ask Before Choosing A New ITSM Tool

36 questions to ask before choosing a new ITSM tool

I’ve seen many ITSM toolset implementation failures. Usually they happen because the buyer wasn’t particularly diligent during the evaluation and the decision was made on little more than a vendor’s dog and pony show – you know the one, the one where the vendor’s slickest salesman shows you all the flashest features of the software, fails to point out its shortcomings, and dazzles you with the all the wonderful stuff that’s slated for a yet-to-be-determined future release.

Continue Reading