ITSM Digest: 20 IT Process Optimization Resources

    In our blog on Habré we often talk about improving the quality of the work of the technical support department and streamlining management processes in IT companies. Therefore, today we have put together a digest for you, in which we selected materials on the topic of IT services management.

    Under the cut you will find: articles on how to develop business processes in the company, posts about implementing ITSM with real cases, as well as profile threads with discussions on social platforms.

    Our other digests:



    / The Flickr / Tayloright / CC

    How to optimize processes


    Do not complicate TSM
    • There are a lot of jargon and terms in the IT field. However, it is important to speak the same language with customers. In the article, we gave some tips on how to make ITSM in your company easier. With examples of conversations between support and users.

    ITOM ServiceNow: collecting infrastructure information
    • We reveal the intricacies of ITOM processes: why are we needed, the benefits of implementation. Let's talk about creating a configuration management database using the Discovery module in ServiceNow and finding service failures with it.

    Automate IT with ServiceNow: SPLAT Experience
    • How SLAT created a single point of service and provision of IT services for the company’s office using ServiceNow Express. Material about the implementation features and experience of the company.

    10 tips for successful IT support
    • The author of this article, Stephen Mann, an ITSM expert, offers 10 tips to turn your company’s chat into an effective tech support tool. And his post on the benefits of messaging for support can be read at this link.

    Building a system environment: five steps
    • Mitch Goss, founder of the digital agency Zero-In, offers a five-step algorithm for creating a system environment. He says his company sees its systems as pieces of a big puzzle. And parts that don't fit right now are put off until they can be of use.

    What happened? Service Management Process Analysis
    • To develop and improve the service, you need to periodically look back. This is often used in sports when a team takes a timeout in the middle of a match to evaluate the mistakes made. The author of the post will tell you which processes to start critical analysis with and how this will help your company.

    Technical Support - BRM of the Future
    • If after waiting on the line the client was satisfied, then he was served at the highest level. The author of the blog tells how communication skills with people can improve the quality of support and what needs to be done.

    ITSM vs. DevOps: Which side are you on?
    • Why choose one thing when you can use it all at once? The article debunkes 4 myths that ITSM and DevOps are incompatible things. There are also tips to help avoid mistakes when implementing both practices.

    The future of TSM


    What is modern service management
    • Microsoft expert John Clark (John Clark) tells what new solutions the team used to develop the Azure cloud and what role ITIL and ITSM played in this.

    AI automation - the future of ITSM
    • Robert Young, who has worked at IDC for 5 years as an ITSM research leader, talks about what prevents IT companies from integrating intelligent components into their systems and how to overcome these difficulties. It is also worth paying attention to his post on changing levels of IT support by AI systems.

    The Future of ITSM: Get Ready for Artificial Intelligence
    • Another piece of information about how soon companies will have to restructure business processes to work with smart systems. These are three key areas that automation will affect: user experience, backend processes, and knowledge management.

    How ITSM Boosts Digital Productivity
    • Analysis of the results of a study of the state of ITSM in 2017 by Forbes Insights. Where the IT industry spent its money and what role ITSM played in this.

    How are ITSM doing today?
    • This article will introduce you to the main results of assessing the level of maturity of business processes in organizations. It turned out that the "clean" ITIL is not suitable for all companies, so many of them use combinations of frameworks. The full text of the study can be found at this link .


    / Flickr / home thods / CC

    Discussions, Stories, and Case Studies


    / r / ITManagers /
    • A thread on Reddit, which discusses the tasks and problems of IT managers: how to introduce the team to Agile , which conferences are worth attending, how to work on projects and much more.

    Tech Support Marketing
    • The author explains in simple words what needs to be done before and after the launch of the technical support service, so that it is successful. In fact, this material can be used as a checklist for launching services.

    Best Practices for Knowledge Management at ITSM
    • Quora Resident Knowledge Management Tips: Useful articles, opinions, and recommendations. You will also learn what questions to ask in order to build the right knowledge management policy.

    HN: manager mistakes
    • Residents of Hacker News discuss the unfair attitude of managers to developers. This thread will help to understand all the pain of people in IT.

    / r / talesfromtechsupport /
    • A thread on Reddit with sad and funny stories shared by support staff: about “non-working” high-pressure washers and people too in a hurry to let the operating system install updates.

    Six days to change a line of code
    • A true story about how difficult it is to make even the smallest changes to a project. A vivid demonstration of how important it is to properly “tune” management processes and communication in a company.

    Two kanban boards
    • Rob England, author of Introduction to the Real ITSM, shares his thoughts on Kanban. He will tell you why two kanban boards are better than one, and how it looks in practice. The article has several applications for synchronizing electronic and “physical” kanban boards.

    PS A few more articles from the IT Guilds blog:

    Tags:

    Also popular now: