service

How embarrassing for CSC

Submitted by skeptic on Thu, 2013-01-24 22:54

There is some appallingly bad information on the internet about ITSM. But you don't expect to see it in an article from a TechWeb magazine and you don't expect to see it from CSC. This is awful.

A case study in bad customer service

Submitted by skeptic on Sat, 2013-01-12 03:29

We all have our horror stories of customer service. Few people have as many as me - I seem to have a hex on transacting any business with any entity. I like to say I am lucky in the big things in life so I pay for it with bad luck in the little things. When I couldn't stand the instability of ADSL internet connection any more (since I run webinars etc from home), I decided to be an early adopter of New Zealand's Ultra Fast Broadband (i.e. optical fibre) rollout. It didn't go well. Along the way just about every service sin was committed.

Service Assurance and the pursuit of the elusive service view

Submitted by skeptic on Thu, 2011-10-13 01:22

I learned a new (for me) buzzword recently when a journalist asked me about "Service Assurance". Sounds like a new spin on an old idea: the single view of a service. This is yet another techno-geek wet dream.

ITIL 2011 persists with the dangerous concept of supporting services

Submitted by skeptic on Thu, 2011-09-15 20:43

Not only has ITIL V3.1 2011 not fixed the problems with business-vs-technical services, they have gone the wrong way and reinforced the problem. I will fight to the death to say there is no such thing as internal supporting "services", because I care about ITSM.

Don't run IT as a business, run it as part of the business

Submitted by skeptic on Tue, 2011-03-08 10:10

"Run IT as a business". What a mantra. It is of course rubbish. You run business as a business.

Who does the service desk serve?

Submitted by skeptic on Mon, 2010-10-04 05:56

Who does the service desk serve? That comes back to what the support service is there for.

About the ITIL Service Owner

Submitted by skeptic on Thu, 2010-08-19 08:27

There's a lot of rubbish on the Web about ITIL (not on this blog of course). Take Service Owner. Actually there's a lot of rubbish in ITIL about Service Owner, or rather a lot of ambiguity and not a little outright contradiction. So it's hard to blame other web authors. But really, look at this:

There is only one service catalogue

Submitted by skeptic on Sun, 2010-08-15 10:04

Technical vs Business service catalogue: we had a go at this argument previously but I am discussing it again over on LinkedIn and I have - I hope - a clearer way of stating the position. The popular perception of a Technical Service Catalogue is that it described different service entities than a Business Service Catalogue. That's just plain wrong. It gives IT staff entirely the wrong attitudes and mindset. So here is my shot at a definitive statement of position on Technical vs Business Service Catalogue. For any organisational unit, for the services that are the outputs across the boundary of that unit, there is only one service catalogue ...and only one set of services.

is ITSM the best perspective on everything IT?

Submitted by skeptic on Tue, 2010-05-25 07:36

There is more to IT than services. Service Management may be the topic du jour but ITSM can't consider itself the primary gateway into governance, development, acquisition, architecture, projects or HR, to name just a few other IT functions. It may have a perspective on them but not the main one. Or then again, maybe it is it a sufficient model for managing all of IT.

Why does IT have to do the business's job?

Submitted by skeptic on Thu, 2010-02-25 18:00

One of the reasons IT is sinking under the burden of our work is all the projects and new services we are dealing with. This shouldn't be IT's job.

Syndicate content