In service support, changing the channel changes little

I'm all for improving the support channels, and social media can do that. But don't confuse that with any fundamental change in how we do - and ought to do - service support.

recent pics

Some recent snaps of the IT Skeptic and friends...

My apologies to Forrester

© Copyright Canstock Photo IncOops, sorry. I accused Forrester of repeatedly doing Chicken ITle articles, when in fact only the latest one was by Forrester and the previous instance - on Service Desk - was Gartner Killing the Help Desk Softly - or Blowing It Up.

news of IT's death is greatly exaggerated

© Can Stock Photo IncI'm not picking on Forrester, really I'm not, but they keep coming out with these Chicken ITle articles declaring the demise of something or other. Last time it was the service desk, [UPDATE: WRONG. Wrong. Wrong. Sorry no it wasn't Forrester last time, it was Gartner announcing the end of service desk. My apologies to Forrester]. now it is the whole danged IT department which apparently will be gone within seven years. Just like the previous article it is bollocks, and for the same reason: the article doesn't actually say what the sensationalist headline does.

Standard plus Case: the new way to think about service response

These are exciting times for the IT Skeptic: my new approach to service response - for most readers of this blog that means Service Desk - is getting a lot of attention and positive feedback. That's because it is simple, common sense, and low cost and low impact to adopt. If you do any sort of responding to situations - incidents, requests, problems, changes, events... - then Standard+Case will help you improve.

Slow business

Some links to discussion on "Slow Business" as a background to my work on "Slow IT"

Two new heads

No that isn't a reference to a hillbilly's baby. We've seen two announcements this past week of people heading up organisations owning major bodies of knowledge: the Capita ITIL-PRINCE2 JV, and ISACA. Somewhat of a contrast.

Millennials: our ITSM future

This is too good not to share:

ISACA's long cultural road

Will ISACA ever shed the audit-and-security culture and embrace a more general IT practitioner orientation as promised by Lynn Lawton four years ago now?

Can COBIT ever be more than a sideshow if they don't? No.

Let's not underestimate the resilience of people and societies

© Can Stock Photo Chicken ITle and I have had it up to here with those who see people and society as a passive bus-load of zombies trundling towards whatever dreadful fate they are frothing up today, whether it be global warming, or robots doing us out of a job. We aren't helpless and we aren't mindless. We adjust, we respond, we correct, we react - as individuals and as communities and societies. The only thing mindless is the use of extrapolation to predict the future. We should do better than that.

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