August 23rd, 2012 by itskeptic
So far the Sensible Service Management Series has covered incidents and requests. This is the “front-office” activity involved in serving the users: meeting their needs and keeping their services running. There is a “back-office” activity closely related to incidents and requests: Problem Management. A problem is an underlying cause of incidents. Usually it means something [...]
July 27th, 2012 by itskeptic
Up to this point in the Sensible Service Management Series we have looked at service management in general, and then at how to respond to incidents and requests. That responding activity was all about the day to day activities when things are close to normal. Some times things get a long way from normal. The [...]
June 6th, 2012 by itskeptic
Responding to incidents In the previous blog post in this Sensible Service Management Series we looked at the core of servicing customers: managing Requests. In Beetil, everything we respond to is called an Incident. Let’s talk about incidents in the strictest sense of the word: dealing with things going wrong. Everything we talked about last [...]
May 14th, 2012 by itskeptic
Welcome to our third post in the IT Skeptic‘s (a.k.a. Rob England) Sensible Service Management Series. In previous blog posts, Rob advised you to focus on what is simple, practical, useful and worthwhile. Now in upcoming posts Rob will focus on some of the core processes that deliver on our goals of successful daily operations, [...]
April 4th, 2012 by Dan
Welcome to our second post in the ITSkeptic‘s (a.k.a. Rob England) Sensible Service Management Series. In the last post Rob had talked about how better process builds a better business, and how important the customer is. In this post Rob introduces us to the concept of service improvement the basic service management framework – no [...]