25 articles on ITSM, incident handling and business process development

In our blog on Habré, we try to talk about new solutions and trends in IT process management, as well as about the ServiceNow tool - a platform that allows you to automate ITSM and other service processes.

Today we decided to prepare for you a digest of materials on the implementation of ITSM and ITIL. This collection contains our articles, manuals and reviews, plus English-language materials on the topic.

And here are our other digests:

• ServiceNow Platform: Thematic Starter Pack
• A little bit about ServiceNow, ITSM and ServiceDesk in the format of a selection of useful materials
• Introducing ServiceNow and IT Infrastructure Management: Digest # 2

/ Flickr / Kamil Kaczor / CC

ITSM and ITIL

IT Project Management - 5 challenges and challenges

• According to Geneca, 75% of executives in the IT sector believe their project will fail. In the article, we will talk about the intricacies in managing IT projects and explain why to establish communication between all participants in the work. Let’s show you what tools and recommendations will help to control the project.

Change management - about the goals of the process and its implementation

• In this article, we will understand what ITIL changes are and what types and scenarios they are divided into. We present an algorithm for implementing the change management process and a list of working metrics.

How not to implement ITSM in the company

• If the IT department takes a long time to resolve incidents and customers are dissatisfied with the services, it is worth considering the introduction of ITSM. We will discuss 6 errors when implementing ITSM and show you how to avoid them.

An ITSM Assessment in 3 days - is it Possible?

• In the article, the author explains how he managed to conduct an ITSM assessment in three days and why ITIL maturity assessment is not always needed. He tells what criteria are best applied, what to check and how.

The Practitioner's Dilemma: How to Adapt ITIL

• The author of the article, Greg Sanker, an IT specialist with thirty years of experience, discusses how to find a balance between “creative implementation” and implementation according to the book. In addition, the author offers a practical algorithm for switching to ITIL and links to related materials.

How to Identify and Measure Your Work in Progress (WIP)

• Understanding the term WIP (“ongoing work”) determines the company's profits and user and customer satisfaction. The author of the article explains what WIP is, what risks are associated with this, how to measure and avoid them. There are tips on how to stop delaying deadlines.

Incident handling

10 Tips for Managing a Major Incident

• According to the author of the article, only personal experience will help in solving incidents. However, he still offers some tips for moral preparation: how to stay calm, what to do first, what to follow, etc.

What if your IT service desk was in Westeros?

• What do a serious incident and slaughter in the Cruel House have in common? How could Lord Petir Bailish process a service request? Who would John Snow or Melisandra be at the user service center? If you like Game of Thrones, this article will cheer you up.

How to Reduce the Number of High-Priority Incident Tickets

• Technical support employees are painfully familiar with the situation when a client indicates something like: “How can I reset my password!” Help! ”With high priority. Any user wants to solve the problem as soon as possible, so he puts a high priority. Everything is logical. But technical support staff from this logic is not easier. In this article, the author offers tips that will help change user behavior and make the life of technical support staff a little easier.

7 Fun Service Desk Tips from the Greatest Wizard of all Time

• “Of course, this happens in your mail, Harry, but why can't it be a ticket?” Professor Dumbledore would tell Harry support agent. Together with the author of the article, we’ll take a look at the Mirror of Einalez, so that the wisdom of the wizards of the user service center will be revealed.

The 7 Habits of Highly Effective Incident Managers

• Rapid incident management does not always depend on speed. The author offers 7 tips on how to solve incidents more efficiently. Inside there are links to related literature.

Why You Should Do Less Incident Management

• Suppose you solved 2,000 incidents this month and broke a personal record. You are overwhelmed with pride: the work is done better than usual. A customer arrives, and you are happy to tell him that you will solve 3,000 incidents next month. The client changes three times in the face and looks very unhappy. This is understandable: he does not need incidents, he would be happy to get rid of them. In the article, the author tells how to reduce the number of incidents and find the reasons for their occurrence.

SLAs are for suckers: Why ITSM orgs should be allowed to be more human

• Technical support agents are more and more reminiscent of robots: SLA metrics have become for them not a means, but a goal. The ticket processing time has become more important than the desire to help the client. In the article, the author answers the question why high SLA performance does not always mean high quality service. Research results from TechValidate and CA Technologies are also presented here.

/ The Flickr / perzon seo / CC

Workflow Improvement

How to modernize IT service management

• Imagine a company in which routine IT tasks are solved on their own, staff monitors services, assets and incidents. The article talks about how to achieve this.

4 myths about service management that you should not believe in

• Separate the truth from fiction and find out whether it is possible to manage services only using the application. Along with this, we will discuss the issue of price and “durability” of service management.

What's a RACI Chart and how do I use it?

• The author of the article talks about the RACI liability allocation matrix. He gives an example of its use in planning a family vacation. Find out what you should not forget when building RACI.

The customer is NOT always right

• Imagine the situation: your second half calls and asks to buy bread. You buy bread and bring it home. At home, it turns out that bread is needed for crackers. So why not immediately ask for crackers, where does the bread? In technical support, similar situations happen, and it ends with customer complaints about poor service. In the article, the author answers the question: where is the boundary between what a person really needs and what he asks.

Using Kanban boards to support IT operations

• The article talks about what is a kanban board and what is its benefit for the work of an IT team. What to track with the board and how to create it.

Development of ITSM and ITIL

ServiceNow is the best ITSM solution in 2017 according to Gartner

• Let’s try to figure out why ServiceNow vice president and Gartner agency rated ServiceNow so highly. We will find out what technologies the company relies on and why. In addition, we will tell you about the Gartner magic quadrant: what it is and how it works.

ITSM to the cloud. 9 benefits of a SaaS platform for ITSM

• If you decide to implement ITSM, consider how to deploy the platform: locally or in the cloud. In the article we will discuss which of the methods is more profitable and cheaper.

By 2030, ITSM will cease to be only “IT”

• Let's talk about the results of AXELOS research and who uses ITIL to manage non-IT processes. Let's see what experts think about the role of machine learning and artificial intelligence in ITSM of the future.

2020 Vision - What the Future of ITSM Holds

• In the article, ITSM.tools chief analyst and content director, Stephen Mann, talks about ITSM, business, and new technology issues. You will find out what the expert thinks of self-care, clouds, and artificial intelligence.

Theory of Constraints: Using a Current Reality Tree

• The article explains the meaning of one of the tools of the theory of limitations - the tree of current reality. According to the author, the tree will help to understand how and with what to replace an inoperative element in the system. Plus, the article contains links to literature for those who hear about the theory of restrictions for the first time or want to get to know it better.

The Hidden Costs of On-Premise Software and Where to Find Them

• The author of the article watched the work of 10 thousand customers and found out what resources are imperceptibly spent on using local software. According to him, the hidden cost of traditional software is much more than the cost of transferring infrastructure to the cloud.

7 Key ITSM Use Cases for Machine Learning

• Another article by Stephen Mann of ITSM.tools. A brief overview of the latest developments for ITSM: augmented reality, bots and machine learning. The author dwells on machine learning in detail and explains what 7 functions this technology can perform in ITSM and how this will help specialists.