Improving service support for Real IT

I think all ITSM practitioners know exactly what idealised service support looks like. It's all well and good painting these idealised dream pictures. The value comes in describing how to get there. There are certain obstacles:

What is the IT Skeptic for?

Nothing like walking the dog on a rainy night to bring on some introspection. Why do I do this? What is the IT Skeptic's purpose? What do I hope to achieve? Make your own guess, then read on for a list of useful tools for you.

Skep Chat 2013/4/16 - talking with Pavels Gurskis

Your chance to hangout with the IT Skeptic and discuss what has been on the blog lately.

Customer value

The cult of the customer keeps popping up to annoy me. Yesterday I posted about how being customer-centric doesn't man spending all our time with the customer, about how it's important to spend most of our time inside the factory, delivering. Today I want to talk about "customer value" and how it isn't the Holy Grail of IT. We as organisations don't exist for our customers. We exist for the continuance of the organisation, Click to tweet We exist to maximise value for the organisation, whether it be commercial, public or non-profit. It's not anti-customer to realise they are not the be-all and end-all of our existence.

The goal of our activities should be to maximise value for our organisation. That value is defined by the owners and governors of the organisation not the customers.

The measurement of value is of course different for every organisation. Customer value is not one such metric. Stop foaming: let me explain.

Customer-centric

OK I've had it with the cult of the customer. I just saw one remark too many about "it's all inward-looking". We need to be inward-looking most of the time or we're not doing our ****ing job. Let me illustrate with that favourite analogy: a water supply.

Chicken ITle, robots, and a chessboard

© Copyright Canstock Photo IncToday our new blog character returns. Chicken ITle draws our attention to those who announce catastrophic consequences for IT if we don't all rush off and do something. Usually these sky-falling folk are either analysts or vendors, because both profit from fear, uncertainty and doubt (FUD). But sometimes they are book authors, pumping a book.

Skep Chat 2013/04/04 - hangout with the IT Skeptic

Here is the latest online streamed Skep Chat, an opportunity for you - dear readers - to hangout and discuss recent posts on this blog with me.

Announcing SkepCoin

The IT Skeptic is excited to announce today an upcoming service from the IT Skeptic website: SkepCoin.

Site members will be able to buy SkepCoin currency for use on the website to buy intangible property (IP) products. Note: no products are currently available for SkepCoin purchase. Look for future announcements of opportunities to use SkepCoins.

Google Project DriveL will revolutionise online discussions and debates

Hard on the heels of the news on Google Babble comes an inside leak of another linked secret project: Google DriveL. This super-secret "social community connector" will allow all discussion about a topic to be seen in a single thread, a "rich community experience".

Chicken ITle calls out the end of Service Desk

© Can Stock Photo As part of my ongoing theme of Slow IT, I'm introducing a new character to the blog, Chicken ITle (how appropriate just before Easter). Chicken ITle draws our attention to those who announce catastrophic consequences for IT if we don't all rush off and do something. Usually these sky-falling folk are either analysts or vendors, because both profit from fear, uncertainty and doubt (FUD).

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